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Customer Service Manager

Furqan Group for Education & IT
Nasr City, Cairo
Posted 4 months ago
191Applicants for1 open position
  • 21Viewed
  • 10In Consideration
  • 0Not Selected
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Job Details

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Job Description

  • Setting customer service goals for team members and helping them reach those goals
  • Supervise day-to-day operations in the customer service department.
  • Create effective customer service procedures, policies, and standards.
  • Creating a reliable customer loyalty program
  • Investigating and solving customers' problems, which may be complex or long-standing problems that have been passed on by customer service assistants.
  • Resolve problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
  • Coordinate with other departments to Solve Customers' Complaints.
  • Develop customer satisfaction goals and coordinate with the team to meet them on a steady basis.
  • Maintain accurate records and document all customer service activities and discussions.
  • Assess service statistics and prepare detailed reports on your findings.
  • Being involved in staff recruitment, appraisals, and train new customer service agents.
  • Manage the approved budget of the customer service department.
  • Interacting with customers and handling customer queries and complaints in a timely manner
  • Maintaining relationships with profitable customers
  • Developing feedback or complaints procedures for customers to use.
  • Improving customer service procedures, policies and standards for your organization or department.
  • Meeting with other managers to discuss possible improvements to customer service. 

Job Requirements

  • Bachelor’s degree in business administration or relevant field.
  • A minimum of 5 years of proven experience in a customer service position.
  • Proficiency in Microsoft Office and customer service software.
  • Outstanding written and verbal communication skills.
  • Good understanding of management practices and techniques.
  • Excellent leadership and interpersonal skills
  • Problem-solving, Negotiation skills
  • Patience, compassion and empathy
  • Time management skills
  • Excellent communication and time management skills
  • Excellent verbal and written communication skills
  • Excellent in both spoken and written in English/ Arabic.
  • Home Office: A suitable work location / environment within the home with Computer, High Speed Internet, and Camera.

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