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Job Description
- Assuring that all Students/customers receive the service required to retain current customers.
- Maintain the satisfaction to build quality system.
- Implement KPI’s.
- Ensures team activities and practices are comply with company guidelines related to quality of service.
- Prepare monthly reports that summarizes tasks progress and results.
- Insure one of the main targets to enhance and increase the total sell up.
- Manage Customer satisfaction thought quality system standard.
- Set standardized customer relation work system to increase C-Sat.
- Assure that every step /level/layer receives the maximum carve.
- Feeding the top management back with report for the customer
- Set a demanding plan to increase the customer satisfaction.
- Train the team assure that every customer receives a proper level of service.
- Prepare evaluation reports and apply corrective actions and needed coaching sessions based on results.
- work closely with other members of management to ensure that the company’s culture and values are aligned with its goals.
- Investigate and resolve customer complaints and queries – particularly the escalated ones.
- Provide feedback and support to the Customer Care team to ensure that all issues are resolved according to CS SLA.
- Enhance all used tools like LMS from UI and UX in cooperation with it team.
- Create a healthy and comfort work environment.
- Forecast and track key account metrics and annual forecasts.
- Oversee day-to-day operation.
- Listen to team members’ feedback and resolve any issues or conflicts.
- Encourage creativity and risk-taking.
- Suggest and organize team building activities.
- Full Survey Cycle (*Create customized customer satisfaction survey ** Assure that all students fulfill the forms then analyze the results on monthly base)
Job Requirements
- Proven work experience as a Customer Care/Success Manager or similar role.
- Proficient with Management Systems and Microsoft Office Word and Excel.
- Outstanding communication skills, both written and verbal.
- Excellent organizational skills.
- MBA holder will be a big plus.
- Relevant training /or certifications as a Customer Care Manager
