Customer Satisfaction Manager
Mrsool -
Cairo, EgyptPosted 4 years ago471Applicants for1 open position
- 69Viewed
- 56In Consideration
- 50Not Selected
Job Details
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Job Description
- Oversee the hiring, orienting, and training of an organization’s customer experience team.
- Managing Customer Service team workforce - Allocation and utilization
- Define and implement standards/procedures for ensuring optimal customer experience.
- Conduct surveys to gather information on customer opinion of rendered services..
- Supervise the activities of the customer experience team to ensure their interaction with customers reflect positively on the company.
- Establish communication mediums through which customers can readily contact a company and vice versa.
- Oversee the restructuring of an organization into a customer-focused establishment.
- Monitor the activities of the customer service team to ensure compliance with acceptable standards of customer service.
- Prepare and manage annual budgets in achieving set objectives and goals.
- Conduct studies and research to discover new techniques necessary for improving customer experience.
- Organize training programs for customer experience representatives in order to update their job knowledge and enhance their skills.
- Utilize customer relationship management (CRM) tools in coordinating and monitoring customer experience operations.
- Manage PBX and Phone Systems to provide Customer Service team with tools and resources
- Attend seminars, workshops, and conferences to improve on existing job knowledge.
Job Requirements
- BSc/MSc degree in Business Administration or related field
- A sense of aesthetics and a love for great copy and witty communication.
- Advanced troubleshooting and multi-tasking skills
- Computer skills (Word, Excel, PowerPoint) is a must.
- Very Good English.
- PBX and VOIP Understanding
- Proven working experience as a Customer Service Manager, Call Center Manager or Call Center Operations manager.
- Experience in providing customer service support.
- Excellent knowledge of management methods and techniques.
- Working knowledge of customer service software, databases and tools.
- Awareness of the industry’s latest technology trends and applications.
- Ability to think strategically and to lead.
- Strong client-facing and communication skills.
- Professional Reporting skills.
