Operational Team Lead

5 days ago

Cairo, Cairo, Egypt IDS Full time 15,000 - 30,000 per year

Company Description

Driven by our customers' needs, IDS provides a superior alternative for Records Management and archiving, leveraging our expertise in the field. We empower organizations to perform better by maintaining complete control over information, whether it enters as paper, email, or electronic files. IDS transforms these documents into digital assets to enhance digital processes. In a modern business environment where employees work at any time and from any place, IDS helps them stay on the same page.

Role Description

This is a full-time, on-site position for a Customer Service Team Lead based in Cairo, Egypt. The Team Lead will oversee day-to-day customer interactions, manage a team of customer service representatives, handle escalated inquiries, resolve customer issues, and ensure a consistently high level of customer satisfaction. The role's primary objective is to deliver outstanding support and uphold an excellent customer experience, while also mentoring and guiding team members to achieve performance targets.

Key Responsibilities:

  • Supervise and motivate a team of customer service representatives
  • Manage daily operations and ensure adherence to service standards
  • Handle complex or escalated customer inquiries and concerns
  • Monitor team performance, provide feedback, and conduct training sessions
  • Analyze customer feedback to recommend process improvements
  • Foster a positive and collaborative work environment
  • Ensure customer issues are resolved efficiently and effectively

Requirements:

  • Previous experience in customer service, customer support, or call center roles
  • Prior experience as a Team Leader in the BPO industry is a must
  • Proven ability to deliver excellent customer satisfaction and enhance the customer experience
  • Strong communication and interpersonal skills
  • Ability to work independently and collaboratively within a team
  • Proficiency with customer service software and related tools
  • Bachelor's degree required

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