As a team Leader in the Customer Care Department, you will oversee the daily operations of a team of customer service representatives, ensuring high-quality service delivery. Your role is to manage, coach, and guide the team toward achieving individual and collective goals, resolving escalated customer issues, and maintaining adherence to company policies and SLAs. You will also collaborate closely with other departments to continuously improve customer satisfaction and team performance.
Responsibilities
- Manage team schedules, attendance, and ensure adherence to company policies.
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Supervise and monitor the performance of customer care representatives to ensure excellent service quality.
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Handle escalated customer inquiries and complaints, ensuring effective and timely resolution.
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Motivate, coach, and develop team members to enhance their skills and performance.
- Monitor key performance indicators (KPIs) and generate reports to track the team's progress.
- Collaborate with internal teams, such as sales and technical support, to resolve customer issues efficiently.
- Provide feedback and training to team members to meet performance standards and customer expectations.
- Ensure that the team meets service level agreements (SLAs) and other organizational goals.
- Identify process improvements to enhance the customer service experience.
- Conduct performance evaluations and participate in hiring decisions for new team members.
- Foster a positive and collaborative working environment within the team.
- Delivers excellent customer service, addressing any issues that arise and striving to improve customer satisfaction.
- Monitor calls, emails, and other customer interactions to ensure quality standards are met.
- Work with other departments to address customer needs and enhance overall service delivery.
- Set team objectives aligned with company goals and ensure the team understands their targets.
- Respond and implement additional requests or initiatives from customer care management as needed. This includes adapting team strategies to align with new business objectives, project requirements.
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Insure keeping the proper work Environment by Keeping the CC hall calm & appropriate for calls receiving.
Must Have
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Bachelor's degree in computer science, Information Technology, or a related field
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3-5 years of experience in customer service or related roles, with at least 1-2 years in a supervisory position.
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Strong leadership and team management skills.
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Problem-solving and decision-making skills.
- Work Time Flexibility
- Customer service orientation with a focus on customer satisfaction.
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Excellent Oral & Written Communication skills (Arabic and English)