خدمة عملاء – LAZARO SCENT

خدمة عملاء

فى محلات الدهب لاذوردى

سموحة – الاسكندرية

خبرة  من سنتين الى 4

Smouha, Alexandria

Experience Needed:2 To 4 Years

Key Accountabilities:

  • Improve customer service experience to create engaged customers.
  • Mentor, Coach and develop CSR and nurture an environment where they can excel through encouragement and empowerment.

Duties:

  • Establish an effective customer loyalty program.
  • Maintain and increase the revenue of the department.
  • Make sure that all teams/sub-departments have been given proficient training.
  • Continuously work on team development and improvement plan through coaching and one-on-ones.
  • Maintain a healthy environment within the workplace.
  • Implement corrective actions needed to meet operational performance.
  • Provide guidance to direct reports.
  • Analyze and maintain all customers’ SLA.
  • Ensure that the department is in compliance with other departments to reach the organizational goals and to ensure smooth workflow.
  • Taking ownership and following up on escalations to resolutions.
  • Communicate and participate in cross-functional meetings to review the information and to ensure the best quality customer service.
  • Analyze statistics or other data to determine the level of customer service through overseeing AHT, RTA, and Abandoned Calls %.
  • Create/Improve the SOP of each Line of Business within the department.
  • Plan department headcount to guarantee the best utilization of seats.
  • Follow up on the overall stock of each branch.
  • Monitor team’s adherence/attendance.
  • Hold regular meetings with the team.
  • Any other task that the manager requires

Job Requirements

Knowledge:

  • Bachelor’s degree in any field.
  • Males Only-Night Shift (5:30 pm to 12:30 am)
  • From 1 to 2 years of proven experience in a Customer Service Managerial position.
  • Good understanding of management practices and techniques.
  • Proficiency in Microsoft Office.
  • Excellent command of English written and verbal.

Skills:

  • Very good leadership skills.
  • Excellent interpersonal skills including written, verbal, communication, negotiation, and presentation skills.
  • Very good decision-making skills.

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