Job Details
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Job Description
Job Purpose:
- Responsible for helping the Administration in maintaining customers as well as improving the service quality and supervising the performance development for the customer service representatives of the Call Center to achieve the set goals.
Job Responsibilities:
- Contributes for maintaining the service level provided by the call center and agreed upon to achieve the best customer service.
- Communicates with the various departments of the company if necessary to ensure that the best customer service is provided as quickly as possible.
- Monitors the calls quality with customers to achieve the highest level of service provided.
- Monitors all call center activities and performance indicators periodically by using workforce monitoring systems with immediate action to develop service level.
- Communicates with customers in case of escalation of the complaint in order to provide the highest level of service provided and maintain customer satisfaction.
Job Requirements
- Bachelor's degree in any relevant field.
- +4 years of experience in call center field.
- Good command in spoken and written English
- Good knowledge of MS Office, SAP and CRM.
- Customer-oriented and problem-solver mindset.
- Excellent organizational and time-management skills.
- Very good leadership skills.
- Very good communication skills.
