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Customer Service Team Leader

Centro CDX
Maadi, Cairo

Customer Service Team Leader

Maadi, CairoPosted 1 month ago
232Applicants for1 open position
  • 0Viewed
  • 0In Consideration
  • 0Not Selected

Job Details

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Job Description

Job Purpose:

  • Lead the team to achieve the set objectives through coaching, motivation, development and performance improvement to provide an efficient service to a specific account


  • Motivating staff to achieve performance targets through creating a fair and healthy workplace, developing employees in every contact point, and ensure they are following the required structure for the calls that ensures high quality performance
  • Coach, develop, motivate, monitor and follow up on team members’ performance and quality for improving productivity and skills to ensure people development and high performance
  • Manage team performance and quality through assigning objectives per agent to ensure achieving team target
  • Monitor agent and team performance and quality, take appropriate actions to improve team performance
  • Supervise work force management on the team level, problem resolution and recommending corrective actions that complies with COPC standard to ensure optimum performance and quality
  • Respond to customer questions when escalated through communication means to ensure customer satisfaction
  • Analyze and evaluate team results and communicate issues, with the concerned interface via the proper communication way to ensure the enhancement of the team operation work flow and customer satisfaction
  • Manage employees HR related inquiries and actions through HR management system to ensure accurate employees records
  • Create departmental related reports on Periodical basis through tracking, measuring, and monitoring department performance to make decision on improvement opportunities

Job Requirements

  • Fluent in written and spoken English & Arabic
  • Excellent communication skills including business writing skills
  • Experience in e-commerce industry 
  • Good working knowledge of MS office

Core Competencies:

  • Development & Continual Learning
  • Professional Behavior & Attitude
  • Business Sense
  • Performance Coaching
  • Leading & Managing Change
  • Leading & Managing People
  • Communication & Listening
  • Planning & Organizing
  • Customer Orientation
  • Interpersonal Skills & Teamwork
  • Result Oriented
  • Professional & Technical Knowledge
  • Quality Focus

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