Call Center Agent / Manager

Designy - Maadi, Cairo

208
Applicants for
4 open positions
189
Seen
150
Rejected
Experience Needed:
4 to 7 years
Career Level:
Manager
Job Type:
Full Time
Salary:
Negotiable
Education Level:
Bachelor's Degree at least
Languages:
Arabic, English, French, German, Italian
Vacancies:
4 open positions
Travel Frequency:
Minimal travel
About the Job
  • Serves customers by determining requirements; answering inquiries; resolving problems; fulfilling requests; maintaining database.
  • Determines requirements by working with customers.
  • Answers inquiries by clarifying desired information; researching, locating, and providing information.
  • Resolves problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems.
  • Fulfills requests by clarifying desired information; completing transactions; forwarding requests.
  • Sells additional services by recognizing opportunities to up-sell accounts; explaining new features.
  • Maintains call center database by entering information.
  • Keeps equipment operational by following established procedures; reporting malfunctions.
  • Updates job knowledge by participating in educational opportunities.
  • Enhances organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.

As for Managers:

  • Develop objectives for the call center’s day-to-day activities
  • Conduct effective resource planning to maximize the productivity of resources (people, technology etc.)
  • Collect and analyze call-center statistics (sales rates, costs, customer service metrics etc.)
  • Assume responsibility of budgeting and tracking expenses
  • Hire, coach and provide training to personnel to maintain high customer service standards
  • Monitor and improve ordering, telephone handling and other procedures
  • Evaluate performance with key metrics (accuracy, call-waiting time etc.)
  • Prepare reports for different departments or upper management
Job Requirements
  • Customer Focus, Customer Service, Data Entry Skills, Listening, Phone Skills, Verbal Communication, Building Relationships, People Skills, Problem Solving, Multi-tasking.

As for Manager:

  • An excellent call center manager must be an organized, reliable and results-driven professional.
  • They must have a practical mind to solve problems on the spot partnered with an ability to see the “big picture” and make improvements.
  • As a call center manager, you must also have excellent customer service and communication skills.
  • The goal is to do everything possible to attain goals and achieve great results for our company.
  • Proven experience as call center manager or similar position
  • Experience in customer service is required
  • Knowledge of performance evaluation and customer service metrics
  • Solid understanding of reporting and budgeting procedures
  • Experience in basic financial analysis (cost-effectiveness, cost-benefit etc.)
  • Proficient in MS Office and call center equipment/software programs
  • Outstanding communication and interpersonal skills
  • Excellent organizational and leadership skills with a problem-solving ability
  • Positive and patient
  • High school diploma or equivalent; Higher degree in a relevant discipline will be appreciated
  • Certified Call Center Manager (e.g. CCCM) or equivalent qualification is a plus
About this Company

Egyptian design platform providing benchmark designs with reasonable prices, aesthetically compelling home solutions for every customers needs.

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