Customer Services Team Leader

6 days ago

مصر, Egypt IBM Full time

**Introduction**
At IBM, work is more than a job - it's a calling: To build. To design. To code. To consult. To think along with clients and sell. To make markets. To invent. To collaborate. Not just to do something better, but to attempt things you've never thought possible. Are you ready to lead in this new era of technology and solve some of the world's most challenging problems? If so, lets talk.

**Your Role and Responsibilities**
We are looking for a Customer Service Team Lead to assist in the development, performance and maintenance of the customer service activities of the organization with responsibility for the day to day activities of your team.

**Responsibility to staff and direct the team**:

- assist with the responsibility for the customer services development, performance and maintenance within the organization
- meet your targets and those of the team as a whole
- efficient running of the team
- contribute to training and development of the team
- achieve maximum profitability and growth in accordance with organization plans

**Day to day responsibilities for the team** as agreed with the Line Manager to include:

- participate in all the day to day customer services activities
- assist with effective liaison, support and assistance between customer services department and rest of organization
- maintain and improve mechanisms for surveying and measuring customer satisfaction and disseminate feedback to the appropriate internal entities
- use CRM system to manage the functions of receiving, analyzing, resolving and documenting customers’ issues and complaints in accordance with the organization’s requirements
- assist with developing plans for customer services activities to include customer management to achieve satisfaction targets
- provide support to all other departments with customer service and related issues
- reporting (content and format as agreed) on a monthly basis or as otherwise required
- contribute towards plans for team activities to include strategy to achieve agreed targets
- assist with preparation and agreement of individual action plans and targets for all team members
- prepare and conduct presentations and proposals
- delegate authority and responsibility to team with supervision, accountability and review
- set an example for team members of commitment, customer service activities, work ethics and habits and personal character
- maintain accurate records
- control expenses to meet agreed budgetary controls
- adhere to all organization policies and procedures
- interact and co-operate with all members of the organization, its suppliers and clients/customers

From time to time you may be expected to be part of special projects as are reasonably required of your job role

You are responsible for your allocated workload and must meet all targets as agreed with your Line Manager. You must contribute towards the smooth running of the organization generally.

The role is part of the whole organization team and as such requires you to perform such reasonable tasks that are required, as and when necessary, to maintain, promote, develop and expand the business of our organization and its interests generally.

You will carry out your duties to the best of your ability, having consideration for the needs of your colleagues, the organization and its clients/customers.

**Required Technical and Professional Expertise**
- A bachelor's degree in a business-related field.
- At least three years of experience in customer service, leadership, and logistics may be advantageous.
- Good computer skills and the ability to use business support software.
- Strong customer service, project management, and quality control skills
- Strong communications skills.

**Preferred Technical and Professional Expertise**

**About Business Unit**

IBM Systems helps IT leaders think differently about their infrastructure. IBM servers and storage are no longer inanimate - they can understand, reason, and learn so our clients can innovate while avoiding IT issues. Our systems power the world’s most important industries and our clients are the architects of the future. Join us to help build our leading-edge technology portfolio designed for cognitive business and optimized for cloud computing.

In a world where technology never stands still, we understand that, dedication to our clients success, innovation that matters, and trust and personal responsibility in all our relationships, lives in what we do as IBMers as we strive to be the catalyst that makes the world work better.
Being an IBMer means you’ll be able to learn and develop yourself and your career, you’ll be encouraged to be courageous and experiment everyday, all whilst having continuous trust and support in an environment where everyone can thrive whatever their personal or professional background.

Our IBMers are growth minded, always staying curious, open to feedback and learning new information and skills to constantly transform th

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