Customer Operations Senior Manager

3 days ago


مصر, Egypt Homzmart Full time

Company Description
**Homzmart** is an end to end community that connects home professionals with homeowners who can browse home designs, furniture, accessories and products and also can find reviews, referring professionals, take advice from professionals and read articles about home improvement.

**Job Description**:

- Leadership and Team Management:

- Lead, coach, and inspire a team of customer service representatives, fostering a positive and collaborative work environment.
- Set performance goals, conduct regular performance evaluations, and provide constructive feedback to team members.
- Identify training needs and organize development programs to enhance team members' skills and knowledge.
- Customer Operations Strategy:

- Develop and implement strategic plans to optimize customer operations and drive continuous improvement in service delivery.
- Collaborate with cross-functional teams to align customer support processes with overall company objectives.
- Monitor industry trends and best practices to stay ahead of the curve in customer service excellence.
- Service Quality and Efficiency:

- Establish and maintain service level agreements (SLAs) for customer response times, issue resolution, and overall service quality.
- Implement tools and technologies to streamline customer operations and enhance efficiency.
- Regularly monitor customer feedback and conduct root cause analysis to identify opportunities for improvement.
- Customer Relationship Management:

- Work closely with the Customer Success team to proactively address customer issues and ensure high customer satisfaction levels.
- Resolve escalated customer inquiries or complaints in a timely and professional manner.
- Nurture strong relationships with key customers and partners to ensure their ongoing success and loyalty.
- Performance Metrics and Reporting:

- Define and track key performance indicators (KPIs) to measure the effectiveness of customer operations.
- Generate regular reports on operational performance, identify trends, and present actionable insights to the leadership team.

**Qualifications**:

- Bachelor's degree in Business Administration or a related field.
- 10 - 12 years of experience in customer service management.
- Demonstrated success in leading and developing high-performing teams.
- Strong analytical and problem-solving skills, with a focus on data-driven decision-making.
- Excellent communication and interpersonal skills, with the ability to communicate effectively with both internal teams and external customers.
- Deep knowledge of customer relationship management (CRM) software and other relevant tools.
- A customer-centric mindset and a passion for delivering exceptional customer experiences.



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