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International Customer Services Specialist

LC Waikiki
Maadi, Cairo
Posted 2 years ago
200Applicants for1 open position
  • 173Viewed
  • 19In Consideration
  • 154Not Selected
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Job Details

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Job Description

  • Ensuring the information flow regarding the service processes, campaign information and LC Waikiki customer agendas for the 3rd party service provider Call Center Company.
  • Keeping track of the call center work efficiency, sustainability and representative productivity reports regularly.
  • Following up with the representatives who don’t perform according to the customer services general productivity values one-to-one; to manage improvement and rotation solutions.
  • Investigating the functionality of the digital products and platforms that contribute in the customer services productivity continuously.
  • Following up with the findings and resolve them.
  • Coordinating the 3rd party vendor, service quality, and customer satisfaction services by keeping the track of received service quality such as quality measurement and shadow customer call, monitoring the performance of representatives who are left behind the target in quality results.
  • Managing Level 3 requests (Escalated Cases) by evaluating the prepared written and oral scripts and coordinating with needed parties and teams.
  • Managing social media service channels by using the scripts and given answers.
  • Defining and checking scripts in line with contact scenarios or update those scenarios which need an update.

Job Requirements

  • Minimum 3 years of call center experience is a must
  • Excellent command of the English language
  • Very Good knowledge of Call Centre business, CRM, and Customer Complaint Management
  • Strong organization and planning ability & communication skills
  • Able to work flexibly and result-oriented in a dynamic organization
  • Master knowledge in MS Office programs, especially Excel

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