Senior Customer Service Represen...

Aktan Misr -
Mahalla Kubra, Gharbia

Senior Customer Service Representative (Gharbia)

Full Time

On-site

Aktan Misr -
Mahalla Kubra, GharbiaPosted 50 minutes ago

1 open position

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Job Details

Experience Needed:

Career Level:

Education Level:

Salary:

Job Categories:

Skills And Tools:

Job Description

Advanced Customer Support:

Handle escalated customer inquiries and complaints that require expertise or special attention.
Provide personalized solutions to complex issues.

Mentorship and Support:

Assist junior team members by sharing best practices and guiding them through challenging scenarios.
Offer informal coaching to help colleagues improve their skills and productivity.

Process Improvement:

Identify gaps in service processes and suggest actionable improvements to enhance efficiency and customer satisfaction.

Training and Development:

Help train new hires by explaining company tools, procedures, and customer service protocols.
Act as a resource for team members needing guidance on policies or workflows.

Collaboration:

Coordinate with other departments to ensure timely resolution of customer issues.
Act as a liaison to facilitate better communication between teams.

Reporting and Documentation:

Maintain accurate records of customer interactions, especially escalated cases.
Prepare detailed reports for management on recurring customer issues and trends.

Quality Assurance:

Ensure adherence to company policies and service standards in customer interactions.
Contribute to maintaining high levels of customer satisfaction.

Proactive Problem Solving:

Analyze recurring customer concerns and propose preventive measures.
Stay updated on company products and services to address customer needs effectively.

Focus Areas:

Providing expert-level support while ensuring seamless collaboration with the team.
Driving efficiency and quality in customer service delivery.
Acting as a key contributor to team success without formal managerial authority.

Job Requirements

Educational Qualifications:

Bachelor's degree in Business Administration, Communications, or a related field (preferred but not mandatory).

Experience:

2–6 years of proven experience in a customer service role.
Prior experience handling escalated customer issues or complex queries.
Familiarity with customer relationship management (CRM) tools (optional).

Skills and Competencies:

Customer Service Skills:

Strong ability to resolve customer issues effectively and professionally.
Proven track record of delivering exceptional customer experiences.

Communication Skills:

Excellent verbal and written communication in [language(s) required].
Ability to convey complex information clearly and concisely.

Problem-Solving Abilities:

Expertise in identifying root causes and implementing solutions.
Analytical mindset to handle complex customer situations.

Team Collaboration:

Ability to work effectively with other team members and departments.
Mentorship skills to support and guide junior representatives.

Technical Skills:

Proficiency in CRM software (e.g., Salesforce, Zendesk) and Microsoft Office Suite.
Familiarity with ticketing systems and customer databases.

Time Management:

Ability to prioritize tasks and manage multiple cases simultaneously.
Strong organizational skills to meet deadlines and handle high-pressure situations.