Senior Customer Service Represen...
Mahalla Kubra, Gharbia
Senior Customer Service Representative (Gharbia)
Mahalla Kubra, GharbiaPosted 5 days ago64Applicants for1 open position
- 41Viewed
- 5In Consideration
- 7Not Selected
Job Details
Experience Needed:
Career Level:
Education Level:
Salary:
Job Categories:
Skills And Tools:
Job Description
Advanced Customer Support:
- Handle escalated customer inquiries and complaints that require expertise or special attention.
- Provide personalized solutions to complex issues.
Mentorship and Support:
- Assist junior team members by sharing best practices and guiding them through challenging scenarios.
- Offer informal coaching to help colleagues improve their skills and productivity.
Process Improvement:
- Identify gaps in service processes and suggest actionable improvements to enhance efficiency and customer satisfaction.
Training and Development:
- Help train new hires by explaining company tools, procedures, and customer service protocols.
- Act as a resource for team members needing guidance on policies or workflows.
Collaboration:
- Coordinate with other departments to ensure timely resolution of customer issues.
- Act as a liaison to facilitate better communication between teams.
Reporting and Documentation:
- Maintain accurate records of customer interactions, especially escalated cases.
- Prepare detailed reports for management on recurring customer issues and trends.
Quality Assurance:
- Ensure adherence to company policies and service standards in customer interactions.
- Contribute to maintaining high levels of customer satisfaction.
Proactive Problem Solving:
- Analyze recurring customer concerns and propose preventive measures.
- Stay updated on company products and services to address customer needs effectively.
Focus Areas:
- Providing expert-level support while ensuring seamless collaboration with the team.
- Driving efficiency and quality in customer service delivery.
- Acting as a key contributor to team success without formal managerial authority.
Job Requirements
Educational Qualifications:
- Bachelor's degree in Business Administration, Communications, or a related field (preferred but not mandatory).
Experience:
- 2–4 years of proven experience in a customer service role.
- Prior experience handling escalated customer issues or complex queries.
- Familiarity with customer relationship management (CRM) tools (optional).
Skills and Competencies:
Customer Service Skills:
- Strong ability to resolve customer issues effectively and professionally.
- Proven track record of delivering exceptional customer experiences.
Communication Skills:
- Excellent verbal and written communication in [language(s) required].
- Ability to convey complex information clearly and concisely.
Problem-Solving Abilities:
- Expertise in identifying root causes and implementing solutions.
- Analytical mindset to handle complex customer situations.
Team Collaboration:
- Ability to work effectively with other team members and departments.
- Mentorship skills to support and guide junior representatives.
Technical Skills:
- Proficiency in CRM software (e.g., Salesforce, Zendesk) and Microsoft Office Suite.
- Familiarity with ticketing systems and customer databases.
Time Management:
- Ability to prioritize tasks and manage multiple cases simultaneously.
- Strong organizational skills to meet deadlines and handle high-pressure situations.
Personality Traits:
- Empathy and patience when dealing with customer concerns.
- Proactive and resourceful approach to addressing issues.
- Positive attitude and commitment to customer satisfaction.
Additional Requirements (Optional):
- Knowledge of Textile, especially in the "Towels field," is a plus.
- Multilingual capabilities are advantageous.
