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Customer Operations Team Leader

2 weeks ago

مصر, Egypt Homzmart Full time

Company Description
**Homzmart** is an eCommerce platform that sells home furniture, goods and also an end to end community 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**:

- Lead 2 teams for KSA Market: Social Media Moderation team & Complaints team
- Make sure all public reviews and posts are handled appropriately and customers are satisfied
- Generate monthly reports about public ratings and their breakdown
- Investigate reasons behind negative reviews and work on shifting them to positive ones
- Coordinate the activities of the Customer Service team; provide support and advice to team members.
- Monitor performance and lead the team to achieve key performance indicators (KPIs) and provide an excellent service to customers.
- Evaluate customer feedback and identify ways to maximize customer satisfaction.
- Ensure that standard operating procedures are documented and maintained.
- Ensure that the customer service team has excellent communication, problem-solving and professional skills for achieving customer satisfaction.
- Ensure that customer complaints are resolved professionally.
- Provide supervision and technical assistance to the customer service team to attain departmental and organizational goals.
- Hire and train customer service staff to deliver high-class customer service.
- Determine work procedures, work schedules, and workflow for customer service staff.
- Perform annual reviews, appraisals, and performance management reviews for the customer service staff.
- Ensure that customer calls are handled and answered in a timely and accurate fashion.
- Develop standard procedures and policies for improving the service

**Qualifications**:

- Minimum of 8 years of experience in customer service including 2 years of People Management
- Excellent verbal and written communication skills
- Excellent multitasking skills
- Strong problem-solving skills
- Excellent time management skills
- Ability to work in a fast-paced environment
- Ability to motivate other