Customer Care Team Leader

Cashcall -
Maadi, CairoPosted 3 years ago

446Applicants for1 open position

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Update all customer care channels with knowledge.
Reporting daily & monthly customer care reports and performance.
Monitor customer care calls and activities.
Enhance customer care knowledge based on market changes.
Training customer care with new tools and services.
Focal point between market and back office for incident.
Follow up and align with back office teams to close daily call center tickets.
Enhance and update our chatbot and live chat with needed data
Hiring, training, coaching, and leading call center representatives as they provide support for customers.
Answering representative’s questions, guiding them through difficult calls or issues, diffusing angry customers, or handling issues that cannot be fielded by representatives
Leading team meetings, asking questions to better understand the calls representatives are receiving, educating, and coach workers regarding processes and practices, and explain expectations to employees.
Assisting other management team members in identifying trends and establishing call center goals.
Ensuring staff members are achieving desired service levels and taking corrective action, as needed.
Preparing reports and analyzing call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction.
Authorizing replacements or refunds.
Taking on other tasks or projects to support employees, other managers, and call center operations.

Good Skills (Excel and PowerPoint).
Customer service experience in a call center setting
Leadership Skills
Excellent communication skills
Minimum 2 years of experience as a team leader is a must (Telecommunication, FinTech Industry background is preferred).
knowledge of (CRM) is preferred.