Customer Service Team Leader
Maadi, Cairo
Customer Service Team Leader
Maadi, CairoPosted 3 hours ago- 1Viewed
- 0In Consideration
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Job Details
Skills And Tools:
Job Description
Job Purpose
To manage complex customer interactions and escalations, provide leadership in customer service best practices, and contribute to the improvement of customer satisfaction and service processes in collaboration with the Customer Service Head.
Responsibilities & Duties
Handling Complex Inquiries and Escalations:
- Manage escalated customer complaints, providing resolutions that align with company policies.
- Act as the primary contact for VIP or high-value customers, ensuring timely and satisfactory solutions.
- Work closely with the Customer Service Head to resolve critical service issues.
Process Improvement and Reporting:
- Identify areas for improvement in customer service processes, offering recommendations for enhancements.
- Prepare and submit regular reports on customer service metrics, complaint trends, and resolution times.
- Monitor adherence to service level agreements (SLAs) and ensure team members meet the required standards.
Training and Mentoring:
- Assist in the onboarding and training of new Customer Service Executives.
- Provide ongoing support and mentoring to junior team members, sharing best practices and process knowledge.
- Lead team meetings and performance reviews in the absence of the Customer Service Head.
Job Requirements
Bachelor’s degree in Business, Marketing, or a relevant field.
Advanced certification in customer service management or CRM software is preferred.
4-5 years of experience in customer service, with at least 2 years in a senior or supervisory role.
Excellent problem-solving skills with a focus on customer satisfaction.
Strong leadership abilities and team coordination skills.
Proficient in CRM software and customer service tools.
Analytical skills for reporting and process improvement initiatives.
