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Complaints Supervisor

United Grocers - Dokki, Giza

Complaints Supervisor

United Grocers - Dokki, GizaPosted 2 months ago
132Applicants for2 open positions
  • 0Viewed
  • 0In Consideration
  • 0Not Selected

Job Details

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Job Description

  • Supervises and coordinates activities of direct reports engaged in resolving customer problems and
  • complaints concerning matters such as (Product type – Process – Delivery issues – etc…) Reviews customer complaint resolutions, note any suggestions.
  • Investigate and develop solutions to procedure and process-related issues.
  • Advises subordinates on handling difficult customer complaints, or may handle complaints personally.
  • Confers with other supervisory or managerial personnel to recommend changes in order to avoid recurring
  • customer complaints.
  • When needed, explain to the customer through voice or other channels action taken on the complaint.
  • When needed, follow up with the customer to see that complaint was satisfactorily resolved.
  • Understanding the reasons and factors behind complaints and work towards root cause solving customers' problems.
  • Monitoring complaints and working towards reducing their numbers.
  • Meeting with contact center management in order to provide solutions for complaints regarding inefficient
  • customer service.
  • Prepare operational reports and analyze data to assist and advise management.
  • Ensures all SEOUDI Super Market policies and procedures are executed in a positive manner.

Job Requirements

  • Experience not less than 3 years in supervision complaints team.
  • Very strong communication skills, both written and verbal.
  • Highly motivated individual with skills to develop and coach team members to achieve performance expectations.
  • Decision maker and problem-solving person.
  • Very good command of Arabic | English-preferable (written and verbal). 
  • Ability to lead the team in multi-tasking, prioritization, and meeting timelines on deliverables.
  • Ability to mentor, coach, and provide direction to team members.

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