Customer Care Lead

3 days ago


مصر, Egypt WaslaBrowser Full time

Wasla is the first ever emerging markets mobile web browser and desktop extension that helps users save money, pay securely, build their credit profiles and gain access to flexible and convenient financing "Buy Now Pay Later" through an End-to-End E-commerce Experience. **If you're an experienced Customer Support Lead who is passionate about providing excellent customer service and are looking for a new opportunity to make your mark, then this seat is for you**

**It’s your Dream Team if you enjoy**:

- Improving our customer service experience, creating engaged customers and facilitating organic growth.
- Taking ownership of customers' issues and following problems through to resolution.
- Implementing our mission and deploying strategies focused towards that mission.
- Developing service procedures, policies and standards.
- Maintaining an updated and accurate records, documents and customer service actions and discussions.
- Analyzing statistics and compiling accurate reports.
- Recruiting, mentoring and developing customer service agents and nurture an environment where they can excel through encouragement and empowerment
- Maintaining an orderly workflow according to priorities.
- In conjunction with the leadership, creating and maintaining a quality assurance program that measures acceptable standards and includes call monitoring and processing.
- Implementing and maintaining a regular call monitoring schedule.
- Establishing new benchmarks and metrics.
- Acting as a reference point for CSR queries on issues related to DA and CRM.
- Providing training material and assisting in troubleshooting potential issues.
- Identifying areas to improve efficiencies, reducing repeat calls and providing feedback and coaching to the CSR’s to help minimize escalations.

**The keys to unlock this vacancy are**:

- Proven working experience as a customer service team leader (Preferable).
- Working experience in Call Center service roles.
- Experience in Implementation of aims/ objectives and KPIs.
- Exceptional leadership skills.
- Familiarity and interest in the industry’s latest trends.
- Hands-on experience with guest relationship management software.
- Proficiency in English.
- Excellent problem resolution skills along with outstanding communication and active listening skills.
- Ability to work flexible hours when needed (Supervise Evening and Weekend working).
- Highly responsible and reliable with a professional presentation.
- Ability to implement shift schedules and set up SLA procedures.
- Experience with multi-channel support:

- Customer Support Center (FAQs, Articles)
- Call Center
- Experience with managing multi-product support.
- Experience with training and setting up guidelines and KPIs.
- Experience with setting up and managing a multi-country CS support team:

- Team and process setup.
- Training & Reporting.
- Performance Reviews.



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