Customer Services Supervisor

OPEX Egypt - Heliopolis, Cairo

Posted September 12, 2017

254

Applicants for
1 open position

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Experience Needed: 6 to 10 years	Career Level: Manager	Job Type: Full Time
Salary: Negotiable	Languages: Arabic, English	Vacancies: 1 open position

About the Job

Investigating and solving customers' problems, which may be complex or long-standing problems that have been passed on by customer service assistants
Monitoring the team’s performance and ensures customers are satisfied.
Supporting the team by coaching them how to perform the tasks.
Handling major incidents that cannot be resolved by agents
Plans, prepares, and devises work schedules, according to workloads and new projects.
Train agents on how to adequately address problem over the phone and how to write correspondence
Rewarding and disciplining employees by appraising their performance
Keeping accurate records of discussions or correspondence with customers
Analyzing statistics or other data to determine the level of customer service your organization is providing.
Implementing production, productivity, quality, and customer-service standards.
Resolving problems; completing audits; identifying customer service trends; determining system improvements; implementing change.
Advises of potential performance concerns and recommends solutions
Ensure regular engagement with Operations and Support Teams and build a strong network
Set KPI targets for the local projects on monthly basis & suggest reports’ templates to facilitate workflow.

Job Roles: Customer Service/Support

Job Requirements

Excellent English Language
At least 3 years experience as a team leader
Brilliant communication and interpersonal skills, for dealing with many types of people at all levels.

Keywords: Customer Service Customer Care Customer Support Call Center

About this Company

OPEX is offering a whole new level of advanced delivery services, bringing the most advanced technology through cutting-edge solutions that enable us to deliver more than just on-time shipments to our customers
A web-based, comprehensive account management solution that... (More)

Industry: Logistics and Supply Chain

See all Careers and Jobs at OPEX Egypt