Customer Service Team Lead
Engosoft -
Nasr City, CairoJob Details
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Job Description
Responsibilities:
- Lead and manage a team of customer service representatives, including training, coaching, and performance evaluation.
- Develop and implement strategies to improve customer service efficiency and effectiveness.
- Monitor team performance metrics and KPIs, and provide regular reports to management.
- Handle escalated customer inquiries and complaints, ensuring timely and satisfactory resolution.
- Collaborate with other departments, such as Sales and Product Development, to address customer issues and improve overall customer experience.
- Conduct regular team meetings to communicate goals, updates, and best practices.
- Stay up-to-date with industry trends and customer service best practices, and implement relevant changes to improve service quality.
- Foster a positive and supportive work environment that encourages teamwork, creativity, and professional growth.
Job Requirements
- Bachelor's degree.
- Proven experience (4 years) in a customer service role, with at least 2 years in a leadership or supervisory capacity.
- Strong leadership and interpersonal skills, with the ability to motivate and inspire a team.
- Excellent communication skills, both written and verbal.
- Demonstrated ability to handle difficult customer situations with professionalism and empathy.
- Proficiency in CRM software and other customer service tools.
- Ability to analyze data, identify trends, and make data-driven decisions.
- Customer-focused mindset with a passion for delivering exceptional service.
