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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