7-10 Years of experience
Location: Cairo, Egypt Category: Customer Care

Qualifications:

• 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.