Customer Service Supervisor
Grouhy -
Downtown, CairoPosted 2 years ago315Applicants for1 open position
- 208Viewed
- 12In Consideration
- 0Not Selected
Job Details
Experience Needed:
Career Level:
Education Level:
Salary:
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Skills And Tools:
Job Description
- Hiring, training, and preparing call center representatives to respond to customer questions and complaints and troubleshoot problems with services or products.
- Assign tasks to the employees and assess their performance.
- Provide constructive feedback to improve sales and customer service.
- Take over calls and social media moderation whenever required and handle heavy duty days.
- Create a standard script for employees to refer, if needed.
- Making sales or recommendations for products or services that may better suit client needs.
- Ensuring agents understand and comply with all call center objectives, performance standards, and policies.
- Identifying operational issues and suggesting possible improvements.
- Monitoring and evaluating agent performance, providing learning or coaching opportunities, and taking corrective action, if necessary.
- Answer questions from staff and provide guidance and feedback
- Ensure adherence to policies for attendance, established procedures etc.
- Prepare Daily, Weekly, Monthly, and annual reports regarding performance and customer satisfaction.
Job Requirements
KNOWLEDGE/ EDUCATION:
- A bachelor’s degree.
- Proven experience as call center supervisor or similar supervisory position.
SKILLS:
- Excellent command of MS Office
- Good communication and handling skills
- Data entry skills
- Persuasive speaking skills
Abilities:
- Working under pressure
- Memorizing products’ specifications
- A clear voice tones.
- Ability to stay calm when customers are stressed or upset.
- Ability to multi-task
BEHAVIORS:
- Handling clients easily
- Anger management
Work experience
- 2 - 5 years’ experience
