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Customer Service Manager

- Nasr City, Cairo

Customer Service Manager

- Nasr City, CairoPosted 1 month ago
418Applicants for1 open position
  • 0Viewed
  • 0In Consideration
  • 0Not Selected

Job Details

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Job Description

  • Crafting and implementing service practices that meet customers' and own organization's needs;
  • using appropriate interpersonal styles and techniques to resolve difficult customer situations and regain customer confidence.
  • Responds quickly to address customer problems; generates mutually beneficial solutions or alternatives; avoids over commitments; gains customer agreement to the proposed solution.
  • Report to management any issues or provoke of company policies reported by customers 
  • Managing Customer Service team workforce - Allocation and utilization
  • Define and implement standards/procedures for ensuring optimal customer experience.
  • Conduct surveys to gather information on customer opinion of rendered services.
  • Supervise the activities of the customer service agents to ensure their interaction with customers reflects positively on the company.
  • Establish communication mediums through which customers can readily contact a company and vice versa.
  • Oversee the restructuring of an organization into a customer-focused establishment.
  • Monitor the activities of the customer service team to ensure compliance with acceptable standards of customer service.
  • Prepare and manage annual budgets in achieving set objectives and goals.
  • Conduct studies and research to discover new techniques necessary for improving customer experience.
  • Organize training programs for customer service agents in order to update their job knowledge and enhance their skills.
  • Utilize customer relationship management (CRM) tools in coordinating and monitoring customer experience operations.
  • Generate and issue all required analysis, daily, monthly, and yearly to measure performance.
  • Run and manage all customer satisfaction surveys and recommend and implement actions that lead to increase customer loyalty and satisfaction.

Job Requirements

  • Bachelor Degree in a suitable major.
  • 7+ years of relevant experience.
  • Good English language skills. 
  • Strong Leadership & influencing Attitude. 
  • Analytical & positive thinking.
  • Customer-oriented personality. 
  • Excellent communication and interpersonal skills with the ability to communicate with stakeholders. 
  • Microsoft skills (Excel, Microsoft Project, PowerPoint, Word).
  • Good team player, Self-motivation, enthusiasm, and results-focus.
  • Flexible, adaptable, and comfortable with ambiguity.
  • Able to work under stressful deadlines.
  • Proactively identifying and capturing opportunities.
  • Ability to work effectively with various levels of the organization.

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