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Customer Support Team Lead (US Account)

Maadi, Cairo
Posted 2 years ago
30Applicants for1 open position
  • 4Viewed
  • 0In Consideration
  • 0Not Selected
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Job Details

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Job Description

  • Oversee and control the efficient handling of customer inquiries/ requests by monitoring all assigned call agents.
  • Monitor key performance indicators for customer Support agents and reviews with the Quality Assurance section to control behavioral parameters and operational efficiency.
  • Deals with complex/ sophisticated customer inquiries by himself or escalate to Tier 2/ complaint management in order to resolve customer problem/ issue promptly and in an efficient manner.
  • Act as first contact for resolution of people management issues.
  • Monitor compliance with Flairstech's policies, procedures and guidelines for all contact center services provided by the assigned team
  • Ensure the conveying of a positive corporate image and compliance with policies, procedures and guidelines
  • Consolidate and submit activity reports and reviews key/ critical issues with superiors
  • Provide clear direction, set targets, prioritize tasks and assigns responsibilities for the team.
  • Participates in preparation of Staff performance evaluation reports.
  • Review quality reports, ensure the section’s KPIs achievement and put action plans accordingly. job requirements

Job Requirements

  • Fluent English is a must
  • 3-5 years at the same position

Working knowledge Preferred Requirements

  • Desire to lead, coach, build and motivate a team of Brand Partnerships Managers.
  • Client facing, able to jump in on any client touchpoint to scale the business.
  • Experience in a high-volume, fast-paced or start-up environment.
  • Experience in managing teams.
  • Excellent communication and presentation skills.
  • Hotel Management experience is preferred.

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