Customer Service Team Leader
6 months ago
Job Description
provide Direct Customer Support through various channels.
Resolve customer complaints and queries - particularly the escalated ones.
Provide feedback and support to the Customer Care team to ensure that all issues are resolved.
Continuously monitor the performance of the team, and craft tailored development plans for each member.
Train and coach new comers, and provide the required training sessions for existing employees frequently.
Oversee day to day performance and workflow.
Create a healthy and comfort work environment.
Conduct coaching sessions and 1:1s in an organized manner.
Monitor chats/calls/tickets either live and saved and provide feedback.
Support Process Improvement and contribute to process optimization.
Support team members by answering questions and providing knowledge or solutions.
Monitor adherence and conformance to shifts and schedules.
Job Requirements
Minimum 5 years experience in a call center environment.
Bachelor’s Degree.
English C1 - C2.
Ability to commute/relocate:
- Tanta: Reliably commute or planning to relocate before starting work (required)
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