Remote Customer Service Specialist
4 weeks ago
As a Customer Service Specialist, you will monitor the performance of our customer service team from a strategic standpoint, without direct interaction with the team itself. Your primary responsibility will be to track and analyze service metrics, assess team performance, and provide management with insights and recommendations to drive improvement. Your role is essential in shaping our service strategy and ensuring that we maintain the highest standards of customer care.
**Performance Analysis**:
- Track and analyze key performance indicators (KPIs) related to customer service, such as response times, resolution rates, and customer satisfaction scores.
- Generate regular reports on team performance and service metrics for management review.
**Quality Assessment**:
- Evaluate customer service interactions and processes through available data and analytics tools to ensure they align with company standards.
- Identify trends and patterns in service quality and areas for improvement.
**Strategic Reporting**:
- Prepare comprehensive reports for management, highlighting performance trends, potential issues, and recommendations for enhancement.
- Present findings in a clear and actionable format to support strategic decision-making.
**Insights and Recommendations**:
- Provide actionable insights to management based on data analysis and performance reviews.
- Develop recommendations for improving service processes and customer interaction strategies.
**Process Optimization**:
- Analyze current customer service processes and suggest improvements to enhance overall efficiency and effectiveness.
- Collaborate with management to implement new strategies and best practices.
**Feedback and Communication**:
- Gather and interpret customer feedback to identify recurring issues and opportunities for service improvement.
- Communicate findings and recommendations to management effectively and professionally.
**Qualifications and skills**
- Proficient in written and verbal English + Arabic
- Bachelor’s degree in business administration or relevant field.
- A minimum of 5 years of proven experience in a customer service position.
- Exceptional verbal and written communication skills.
- Proficiency in Microsoft Office and customer service software.
- Adaptability and strong problem-solving skills.
- Excellent active listening skills.
- Good understanding of management practices and techniques.
- Excellent leadership and interpersonal skills.
- Understanding of consumer behaviors and industry trends.
- Extensive, accurate product knowledge.
Pay: From E£190.00 per month
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