Kareem Fahmy

Operations DirectorFull Time

Customer Service ManagerFull Time

• Job Details:Set departmental structure and define roles Set main strategies to enhance the company’s customers satisfaction level Manage the operations for the customer service team Setting performance indicators & targets Measure customers’ experience through Net Promoter Score (NPS), Customer Satisfaction Survey (CSAT) and percentage of negative feedback submitted Set internal rules aligned with the company’s policy Identifying training needs based upon frequent assessment results and quality findings Ensure workforce resources are in line with forecasted plans Follow up with service providers to assure delivering the required services to our customers Continuously review processes to assure efficiency & being updated to market fluctuations Handle escalated concerns that fall outside the purview of subordinates Liaise with other departments to resolve conflicted issues Monthly report customer service index highlighting required areas of improvement and needed actions Report monthly department’s performance & main challenges Frequent one to one meetings with staff to collect feedback and set clear/detailed action plan for low performing members

Customer Service ManagerFull Time

• Job Details:- Manage the operations for the customer service team; whether in-house or outsourced through our call center service provider - Set main strategies to enhance the company’s customers satisfaction level - Responsible for setting, then measuring performance indicators & targets - Set internal rules within the CS department aligned with the company’s policy - Set processes for workflow within & between different CS departments - Set required training needs based upon frequent assessment results - Follow up daily with providers to assure smooth & consistent operation - Conduct regular meeting with providers to assure achieving the required deliverables/KPIs - Randomly monitor calls & conduct floor spot-checks to assure consistency and surveillance action plans to fix deviations - Continuously review processes to assure efficiency & being updated to market fluctuations - Conduct one to one meetings with subordinates to communicate feedback on monthly performance assessment results & set clear/detailed action plan for low performing members - Handle escalated concerns that fall outside the purview of subordinates - Liaise with other departments to resolve conflicted issues - Monthly report customer service index highlighting required areas of improvement & needed actions - Report monthly department’s performance & main challenges - Prepare annual business plan illustrating department’s progress and propose recommendations for the coming year’s performance efficiently - Recommend new motivational ideas to increase team morale - Develop a succession plan