Operations Support Specialist
Capiter -
Cairo, EgyptPosted 3 years ago113Applicants for1 open position
- 49Viewed
- 0In Consideration
- 13Not Selected
Job Details
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Job Description
Job Overview:
- The Operation Support Specialist is responsible for face-to-face interactions and phone with Employees (Capital Delivery agents & drivers & Sales agent & workers) that include dealing with inquiries, complaints, requests, coaching, and dealing with violations. Also applies bonuses and deductions based on pre-set performance metrics.
Responsibilities and Duties:
- Handling walk-in Employees who visit the operations Support office on a daily basis, dealing with their issues, requests, or complaints through one-stop resolution and for longer cases, assigning issues on the CRM system to concerned departments, and following up on each case.
- Represent the Employee’s voice in sharing feedback on their concerns through periodical reporting.
- Identify and prioritize Employee feedback, potential opportunities, and drive change in the needed areas, working closely with cross-functional teams.
- Work closely with relevant Employees and customer experience teams to streamline processes and apply best practices.
- Handling tickets received from other Capital Teams within agreed SLAs and quality standards.
- Work by metrics to evaluate captain KPIs including speed, efficiency, effectiveness, quality, and accuracy.
- Solve critical Employee problems and improve experience KPIs through data analytics and creation of action plans for continuous improvement.
- Identify gaps in Employees Experience and propose solutions to resolve & improve.
- Work on weekly/monthly reports.
Job Requirements
- 2-3 years of experience in a customer-centric environment in the services industry.
- Experience using CRM systems for ticketing/data entry.
- Fluent in local language and English both oral and written.
- Excellent communication, presentation, and interpersonal skills
- Ability to deal with people from all levels professionally
- Time management & organizational skills
- Excellent reporting skills
- Analytical, data-driven, and process-oriented; with excellent ability to problem-solve
- Empathy and passion for experience excellence.
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