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Customer Service Manager

Nozha Group
Heliopolis, Cairo
Posted 3 years ago
535Applicants for1 open position
  • 500Viewed
  • 31In Consideration
  • 3Not Selected
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Job Details

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Job Description

Nozha Beach CO. is hiring a Customer Service Manager :

  • Develop and implement strategies useful in improving customer relationship, dedication, and satisfaction.
  • Oversee the hiring, orienting, and training of an organization’s customer service team
  • Define and implement standards/procedures for ensuring optimal customer experience
  • Conduct surveys to gather information on customer opinion of rendered services
  • Integrate customer relationship management (CRM) and financial data with social media data in order to maintain a consolidated customer account.
  • Monitor the activities of customer service staff in Cairo & Ras sudr to ensure compliance with set standards of courtesy and professionalism.
  • Utilize CRM tools in enhancing customer loyalty and relationship management on work progress, as well as recommendations on steps necessary for improvement.
  • Conduct research to identify more personalized methods of our provided services in terms of marketing/sales.
  • Prepare and manage annual budgets in achieving set objectives and goals
  • Organize training programs for customer service employees in Egypt office, in order to update their job knowledge and enhance their skills
  • Conduct performance review for direct staff and oversee the process of the department
  • Monitor the accuracy of the registration process on the CRM system;
  • Prepare the required statistical reports which are used in the sales meetings, senior staff meetings, departmental updates, etc.;
  • Define and implement standards/procedures for ensuring the optimal customer experience
  • Set Department Business plans and targets on annual basis in line with the organization's Strategy.
  • Manage the transformation process of all customer service processes to be a highly proficient customer-focused department
  • Manage the data collection, analysis, and interpretation of customer interactions data to identify requirements and information useful in optimizing customer experience by the CS supervisor
  • Develop and implement strategies useful in improving customer relationships, dedication, and satisfaction.

Job Requirements

  • Bachelor's degree. 
  • A minimum of 10 years of professional work experience directly involved in customer service.
  • Demonstrates a positive, enthusiastic, friendly attitude
  • Customer orientation and ability to adapt/respond to different types of characters.
  • Strong phone contact handling skills and active listening
  • Ability to multi-task, prioritize, and manage time effectively.
  • Ability to work under pressure
  • Excellent communication and negotiation skills
  • Professional attitude and appearance

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