Customer Service Team Leader / مشرف خدمة العملاء
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الوصف الوظيفي JOB DESCRIPTION Job Title:Customer Service Team Leader Reports to:Operations Director Primary Purpose of the Job: A Customer Service Team Leader ensures that the customers of a company are satisfied, by leading and motivating the customer service team, developing service level monitoring tools, and creating customer satisfaction goals and surveys Principal Accountabilities: Supervise day-to-day operations in the customer service department. Respond to customer service issues in a timely manner Create effective customer service procedures, policies, and standards. Develop customer satisfaction KPIs and goals, and coordinate with the team to meet them on a steady basis Maintain accurate records and document all customer service activities and discussions Assess service statistics and prepare and share detailed findings reports with Operations Director Hire and train new customer service representatives Manage the approved budget of the customer service department. Stay informed on the latest industry techniques and methods Implement and effective customer satisfaction survey program Continuously train and guide operations team on how to perform superb customer service to clients. Performs other duties as assigned by management Supervises: Customer Service Representatives Liaises with: External Customers Operations Team Education: University graduate in any field Experience: 2 to 4 years’ experience in a customer service capacity preferably with a Logistics service provider, FMCG distributor or service company المهارات Proficient in English communication. Arabic is a plus. Knowledge of supply chain environment is an asset Advanced MS Office skills Excellent time management and priority setting skills Strong ability for multitasking تفاصيل الوظيفة |
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