Customer Care Team Lead

3 days ago

مصر, Egypt Cartona Full time

**About Cartona**:
We are a B2B marketplace. We empower retailers by connecting them to hundreds of wholesalers, suppliers and producing companies. Our aim is to enable retailers by providing them with easy price comparison, exclusive offers and seamless ordering and fulfillment experience through digitizing the traditional trade market.

**What we are looking for**:
We are on the hunt for a Customer Care Team Lead to lead quality and productivity of assigned customer service tribe members to provide the outmost customer service experience.

location: Dokki

**Your day in a Nutshell might include**:

- Define and implement standards/procedures for ensuring optimal customer service level and quality.
- Take ownership of customers issues and follow problems through to resolution
- Set a clear mission and deploy strategies focused towards that mission
- Conduct surveys to gather information on customer opinion of rendered services
- Supervise the activities of customer service team to ensure their interaction with customers reflect positively on the company
- Liaise with other departments to ensure delivery of high quality services
- Establish communication mediums through which customers can readily contact a company
- Monitor the activities of the customer service team to ensure compliance with acceptable standards of customer service
- Conduct studies and research to discover new techniques necessary for improving customer experience
- Organize training programs for customer service representatives in order to update their job knowledge and enhance their skills
- Utilize customer relationship management (CRM) tools in coordinating and monitoring customer experience operations
- Analyze statistics and compile accurate reports
- Recruit, mentor and develop customer Care agents and nurture an environment where they can excel through encouragement and empowerment

**We are looking for you if**:

- You are customer-oriented.
- You have an excellent communication and negotiation skills.
- You are Problem-solver.

**You fit the bill if**:

- You have BSc/BA in Business Administration, Marketing or a related field.
- Proven experience as a Customer service team lead.
- Experience in tracking relevant KPIs (e.g. customer satisfaction).
- Proficient in MS Office, with working knowledge of CRM platforms (e.g. Salesforce).

**What’s in it for you**:

- Career Growth through our learning and development programs.
- Lots of discounts in our Entertainment, Financial Support and Wellbeing programs.
- Family Care Program
- Flexible working hours.

**What happens once you apply?**

Once you apply, you start your journey of CV screening, Phone Screening, Technical interview, HR interview and Final interview.

**Get to Know more about Life at Cartona through the below links**:

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