Customer Service Manager
1 week ago
Manage a team of contact center supervisors, specialists agents and officers toward the department and organization short/long term goals and objectives by creating and implementing relevant action plans.
- Build a healthy relationship between the contact center and external/internal customers
- Guide the team to ensure SLA achieving and Customer satisfaction
- Ensure that the Contact Centre achieves its assigned KPI’s.
- Coordinate with all contact center managers across three countries (Egypt, Kuwait and KSA) to maintain overall PCA and to work as one team and one entity.
Job Requirements
- Bachelor Degree.
- 5 - 10 years’ experience in Customer Service/Contact Centre Field or related area required.
- Proficient in Microsoft Office with an understanding of Contact Centre systems.
- Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction and Contact Centre management including telemarketing.
**Skills**:
- management
- service quality monitoring
- customer satisfaction improvement
- empathy & active listening
Job poster
Farida Nabil
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