Job Opportunities in Egypt
September 22, 2024
Anasia
القاهرة
FULL TIME
Customer Service Manager
7-10 Years of experience
Location: Cairo, Egypt Category: Customer Care
Location: Cairo, Egypt Category: Customer Care
Qualifications:
Responsibilities:
- 7 to 10 years of experience in customer service management, preferably in the appliances or instruments industries.
- Bachelor’s degree in Business Administration, Management, or a related field. A Master’s degree is a plus.
- Experience using CRM systems to manage customer interactions and performance metrics.
- Excellent leadership, communication, and organizational skills.
- Fluent in English, with strong verbal and written communication skills.
- Proven ability to manage and develop high-performing teams.
- Strong analytical skills and ability to use data to improve processes and customer service delivery.
- Proven track record of improving customer satisfaction and driving customer service excellence.
Responsibilities:
- Lead and manage the customer service team, setting clear goals, KPIs, and performance targets.
- Foster a culture of continuous improvement within the team, focusing on both performance and customer satisfaction.
- Oversee the operations of the customer service department, ensuring that customer inquiries are handled efficiently and professionally.
- Implement best practices in customer service to ensure consistency and quality of service across all interactions.
- Manage and optimize CRM systems to track customer interactions, complaints, and feedback.
- Develop and implement customer service strategies to improve customer satisfaction and loyalty.
- Monitor customer service metrics and identify areas for improvement to enhance the overall customer experience.
- Monitor and analyze department performance metrics, identifying trends and areas for improvement.
- Develop and deliver reports on customer service performance to senior management, including data on response times, customer satisfaction, and resolution rates.
- Collaborate with cross-functional teams, including sales, technical support, and operations, to ensure customer needs are met.
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