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Customer Service Team Leader

My Mall - Cairo, EgyptPosted 2 months ago
341Applicants for1 open position
  • 15Viewed
  • 0In Consideration
  • 0Not Selected
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Job Details

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Job Description

  • Provide Direct Customer Support through various channels.
  • Investigate and resolve customer complaints and queries – particularly the esclated ones.
  • Provide feedback and support to the Customer Care team to ensure that all issues are resolved according to CS SLA.
  • Continuously monitor the performance of the team, and craft tailored development plans for each member.
  • Train and coach new comers, and provide the required training sessions for existing employees frequently.
  • Oversee day to day performance and workflow, ensuring SLAs and targets are met.
  • Create a healthy and comfort work environment.
  • Conduct coaching sessions and 1:1s in an organized manner.
  • Monitor chats/calls/tickets either live and saved and provide feedback.
  • Support Process Improvement and contribute to process optimization.
  • Support team members by answering questions and providing knowledge or solutions.
  • Monitor adherence and conformance to shifts and schedules.
  • Participate in budget build up.


Job Requirements

  • Minimum 5 years experience in a call center environment.
  • Minimum 3 years of experience as a leader (managing voice & non voice teams).
  • Bachelor’s Degree.
  • Awareness of voice and non-voice KPIs.
  • Awareness of Freshdesk is a plus.
  • Excelent in Arabic and English.

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