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Call Center Section Head

CARE PHARMACIES
Abbassia, Cairo
CARE PHARMACIES logo

Call Center Section Head

Abbassia, CairoPosted 15 minutes ago
1 open position
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Job Description

About Care Pharmacies:

We see community pharmacies as more than just a spot for filling prescriptions—they are cornerstones of trust and care. 

Our goal is to build a pharmacy that centers on people: our patients and our staff. We’re on the lookout for a a Call Center Section Head who shares our dedication to exceptional customer service, integrity, and long-term success.

Duties and Responsibilities:

  • Lead and manage the call center team to deliver excellent customer service
  • Handle customer complaints and concerns with professionalism and efficiency
  • Monitor and improve customer service processes and workflows
  • Track customer service performance metrics and team productivity
  • Conduct regular training sessions for call center staff
  • Coordinate with pharmacy branches to resolve customer issues
  • Prepare daily and weekly reports on call center operations
  • Ensure compliance with company policies and customer service standards
  • Handle escalated customer cases that require management intervention
  • Work with external agencies to maintain call center quality standards
  • Develop strategies to improve customer satisfaction and retention
  • Maintain accurate records of customer interactions and resolutions

Job Requirements

 

  • Bachelor’s Degree in Pharmacy
  • 7+ years of experience in call center or customer service management
  • Experience in healthcare or pharmaceutical industry is preferred
  • Previous experience in a supervisory or team-leading role is a plus
  • Proficiency in call center software and CRM systems
  • Customer-focused approach with attention to detail
  • Strong leadership and team management skills
  • Strong problem-solving and analytical skills
  • Strong communication and interpersonal skills.

Benefits:

  • Competitive salary.
  • Continuous training and development opportunities.
  • Social insurance.
  • Health and Life Insurance.

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