Customer Service Supervisor – Front Line
Amideast -
Cairo, EgyptPosted 7 years ago447Applicants for1 open position
- 13Viewed
- 2In Consideration
- 0Not Selected
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.