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Customer Support Team Leader
2 weeks ago
**Summary**
**Responsibilities**
- Lead the Customer Support Team to achieve targeted results
- Develop strategies to boost customer engagement and satisfaction
- Identify possibilities for team improvement and implement effective solutions
- Evaluate and improve business processes to enhance customer support
- Swiftly and effectively resolve customer concerns and complaints
- Develop and maintain smooth and strong relationships with customers to increase customer loyalty and retention through proactive engagement
- Identify customer needs and assist them in utilizing specific features to increase usage
- Resolve all incoming client requests, inquiries, and concerns urgently, professionally, and in a personable manner
- Follow up on and escalate any persistent technical issues to the Technology Team to meet the service-level agreements (SLAs)
- Implement SLAs for team members to efficiently support customers and Nagwa's internal teams
- Monitor and report all customer activities, issues, requests, and feedback to management
- Use customer insights to drive improvements and make informed decisions
- Ensure an exceptional customer experience that results into a high customer retention rate and long-term recurring revenue
**Qualifications & Work Experience**
- Bachelor’s degree
- Working knowledge of CRM platforms
- Previous experience in technology companies and a strong understanding of the unique challenges in that industry is preferred
- Proficiency in Microsoft Office (Word, Excel, and Outlook)
- Customer orientation and ability to adapt and respond to different types of personalities
- Customer focus and adaptability to different situations
- 5+ years of relevant experience in customer support
**Behavioural Competencies**
- Problem-solving skills
- Decision-making skills
- Analytical skills
- Time management skills
- Organizational skills
- Verbal, written, and interpersonal communication skills
- Customer service oriented
- Planning
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