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Customer Support lead

Career Choice Consultanc...
Cairo, Egypt

Customer Support lead

Cairo, EgyptPosted 1 month ago
53Applicants for1 open position
  • 1Viewed
  • 0In Consideration
  • 0Not Selected

Job Details

Experience Needed:
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Job Description

People Management:

  • Take ownership of customers' issues and follow problems through to resolution.
  • Create strategies focused towards resolving customer issues and enhancing their experience.
  • Develop service procedures, policies and standards.
  • Keep accurate records and document customer support actions and discussions.
  • Analyse statistics and compile accurate reports.
  • Mentor and develop customer support agents and nurture an environment where they can excel through encouragement and empowerment.
  • Onboard and train newly joined agents.
  • Keep ahead of industry’s developments and apply best practices to areas of improvement.
  • Control resources and utilise assets to achieve qualitative and quantitative targets.
  • Maintain an orderly workflow according to priorities

Day to day tasks:

  • Respond to customer queries in a timely and accurate way via phone.
  • Update our ticketing system with information about technical issues and useful discussions with customers.
  • Monitor customer complaints on social media and reach out to provide assistance.
  • Share development requests/suggestions with concerned teams.
  • Follow up with customers to ensure their issues are resolved.

Job Requirements

  • At least two years of experience in leading teams.
  • Very Good English proficiency, both verbal and written.
  • Bachelor's Degree in any related discipline
  • Excellent interpersonal and communication skills.
  • A good understanding of acquisition, retention, monetization & customer service
  • Experience in management, operations, and leadership
  • Adept at building relationships throughout the organization.
  • Excellent communication and presentation skills

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