John Ehab Habib

Customer Service CoachFull Time

• Job Details:• To deliver and manage, through the Customer Service team a full and efficient customer service function. • To ensure quality assurance of the service provided by the CS Team through monitoring calls and giving regular feedback, support and coaching to staff to improve the service. • To develop and maintain an effective function through efficient recruitment, selection and development of personnel. • Manage, coach, develop and evaluate the performance of the Customer service team on an ongoing basis. • Maintain good employee relations through the effective implementation of the company's policies and procedures within the team. • To support members of the CS team to ensure the efficient completion of their day to day activities. • To review and monitor the work of the CS team to ensure queries and problems are resolved in a speedy and effective manner. • Conduct regular department meetings to discuss performance, quality, service level and productivity. • Ensure the effective flow of information within the CS team and with other departments. Ensure regular communication and effective information flow with Digital Satellite and MCME. • Liaison with sales people, customers, and company's departments to ensure product orders are completed efficiently and accurately and in line customer requirements. • To handle and supervise customer correspondence, complaints, and inquiries, particularly on major accounts and at the executive level of all accounts. • Responsible for monitoring and achieving the department -daily/monthly targets. • To create achievable and realistic objectives and goals for the call center staff. • Develop processes, standards and measures that are appropriate to the business and that reflect the long term targets for the call center. • Identify the best means to reduce churn, improve service and meet our customer expectations. • To participate in and manage other projects and duties where necessary.