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Team Leader - Call Center

Full Time
Raya Distribution - 
Maadi, CairoPosted 1 year ago
114Applicants for1 open position
  • 0Viewed
  • 0In Consideration
  • 0Not Selected
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Job Details

Experience Needed:
Career Level:
Education Level:
Salary:
Job Categories:

Skills And Tools:

Job Description

Job Purpose:

  • Handling customer complaints.
  • Handling Social media function (Comments, messenger messages & WhatsApp). 

 

Key job responsibilities:

 

Nature of job impact: 

  • Monitoring and coaching the customer complaints.
  • Communicate and follow up with operations (aftersales / Raya shop) to take corrective actions for follow up.
  • Monitor finalizing the complaints in professional way within 4 days.
  • Communicate with Follow up, Surveys & Social Media teams to discuss daily tasks & targets.
  • Coaching Social Media team on handling comments & messages.
  • Weekly & monthly reporting for Social media Official applications (Facebook page & WhatsApp).
  • Daily, weekly & monthly reporting for the inquiries and TAT.

 

Areas job impacts:

  • Retail & aftersales Operations.
  • Non-Voice Contact Center.
  • Customer’s experience and satisfaction.

 

Job Requirements

Required skills, expertise & Knowledge:

 

Functional level:

  • Very good knowledge of handling customers’ inquiries.  
  • Very good knowledge of providing excellent customer experience to customers.
  • Very good Knowledge of analysis, reporting & excel functions.

 

Business level:

  • Excellent understanding of operation procedures.

 

Interpersonal level:

  • Communication Skills.
  • Presentation Skills.
  • Negotiation skills.
  • Time Management.
  • Attentive to detail.
  • Reporting skills.

 

Problem solving: 

  • Ability to handle customers’ Inquiries professionally.
  • Ability to handle customers’ Complaints through social media channels.

 

Language Skills

  • Excellent command of Arabic language
  • Excellent command of English language

 

Educational background: 

  • Bachelor degree.

 

Professional experience:

5-7 years of experience

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