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Customer Service Supervisor – Front Line

Amideast
Cairo, Egypt
Posted 7 years ago
447Applicants for1 open position
  • 13Viewed
  • 2In Consideration
  • 0Not Selected
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Job Details

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Job Description

Job Summary / Purpose

  • The Customer Service Supervisor is the focal point of AMIDEAST, serving customers’ needs and cross-sell AMIDEAST services.
  • The Customer Service Team Leader is responsible for all customer service unit and team, handles customers’ inquires and delivery of their needs, and ensure AMIDEAST policy and procedures are implemented.
  • The team leader is responsible of the delivery of AMIDEAST procedures and regulations to create an awareness of AMIDEAST policies.
  • The team leaders accountable for maintaining team satisfaction, problem-solving of any uprising issues with customers and within the team members.
  • The team leader acts as an advisor to consistently assists the CS team and perform regular team orientations.
  • He/She ensures that the CS team and call center agents are knowledgeable of all AMIDEAST services and up to date of any changes to convey a consistent information to customers.

Working Conditions / Environment :

  • Shift Basis; 8 hours/day, 5 days/week.
  • Required flexibility in shift timing.
  • Supervise workloads and offers assistance when needed.
  • Work extra hours in workloads and shortage.
  • Take initiatives.

Administrative Role:

  • Supervise CS team and call center agents to enhance the quality of offered services for sustaining customers’ satisfactions.
  • Managed the departmental needed requests and operational procurements.
  • Supervise department project codes and team charged hours in accordance to work performed and approve the timesheets of attendance.
  • Manage the CRM system performances, updates price lists of services, and administer a correct customers’ information used.
  • Schedule CS team shifts and approve leave taken to ensure adequate attendance of team members.
  • Advise team members upon needs and guide and orient them according to their work performance.

Operational role:

  • Revise System data entry and correctness of scheduled courses’ classes and tests according to each departmental update.
  • Develop and set Monthly KPIs and targets system based on department goals & organizational goals and monitor its effective implementation.
  • Manage the CS representatives to guarantee a delivery of an outstanding service and maintaining of customers satisfactions according to AMIDEAST procedures and policies.
  • Prepare regular updated reports on team performances, SRA data, customers’ comments, actions taken for complaints and concerns and promotional services reports, and working in a deadline oriented environments
  • Create an up to date and adequate emails and brochures and CS promotional materials as professional and correct as possible.
  • Responsible of SRA data extraction and accurate payments are to be recorded.
  • Promote for all AMIDEAST services to demonstrate a high quality of AMIDEAST brand.
  • Ensure the delivery of AMIDEAST values in reflection to demonstrate a professional image of AMIDEAST.

Project-Based role:

  • Participation in initiatives and orientations in order to plan ahead the developments needed in AMIDEAST.
  • Attend departments meetings and engage in projects related to different departments.
  • Engage collectively in establishing clear and consistent strategies, policies and regulations between CS team and rest of AMIDEAST staff to ensure a quality of services.

Customer Focused Role:

  • Monitor regular evaluation surveys for different services offered by CS, for continuous customers’ need assessments.
  • Initiate methods of services improvements produced from customers’ feedbacks.
  • Create a customer complains mechanism to ensure bet

Job Requirements

Education:

  • University degree is a must.

Certification:

  • Experienced Customer Service certification.
  • Management and Leadership Experience.
  • Supervisory/advisory expertise.

General skills (Basic skills needed for the position):

  • Preserve team leadership skills gained to optimize team efficiency.
  • Possess an action taking techniques.
  • Provide a sustainable attitude to deliver responsibilities.
  • Attentive to details and possession of ownership responsibilities.
  • Respond back to customers’ concerns.
  • Obtain multi-tasking techniques.
  • Deliver clear and consistent services.
  • Posses a reporting mechanizes.

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