CUSTOMER SERVICE TEAM LEADER

Bachelor of Business Administration(Management)

Nationality: Any Nationality

Vacancy: 1 Vacancy

Job Description

Responsibilities:

• Drafts the needed customer service procedures and forms; and recommends all related steps and tasks to fulfil the process effectively.
• Implements the concept and the proper procedures for the CRM (customer relationship management) aiming to have it fully automated.
• Assists management with hiring new customer service officers.
• Trains, delegates, and coordinates with team members on daily basis to follow up on ongoing tasks.
• Ensures the closure of cases after follow-ups with the concerned departments and customers.
• Leads a customer service team that responds to phone, email, or chat for non-technical service requests.
• Gives constant direction to team members to ensure all customer inquiries are rightfully attended.
• Traces all ongoing complaints.
• Arranges the attendance of all team members.
• Conducts customer service officer KPI evaluation and gives statistical feedback on the performance of all team members to management.
• Updates reports for the upper management on all solved and ongoing claims.
• Collects signed delivery notes from logistics and shares it with customers.
• Plans and implements customer experience research and measurement, such as NPS, CSI, etc.
• Maintains deepened ties with current clients through relationship building strategies.

Job Requirements:

• 3 to 5 years of proven work experience in a customer service role.
• Bachelor's degree in Business Administration, or a related field.
• Proficient in MS Office and ERP software.
• English and Arabic are a must.
• In-depth knowledge of customer service and retention schemes.
• Outstanding communication, negotiation, and presentation skills.
• Sound judgement and ability to analyze situations and information.
• Accurate and precise attention to detail.
• Well organized and goal oriented.
• Ability to multi-task, meet firm deadlines, proactively prioritize needs, and effectively manage priorities.
• Good leadership skills.

Company Industry: Administration

Keywords: CUSTOMER SERVICE TEAM LEADER