Confidential -
Company: Confidential –
WebSite: Maadi, Cairo, Egypt
Job Description:
- Serve as the primary point of contact for escalated customer inquiries, ensuring prompt and effective resolution.
- Lead and mentor junior customer service agents, providing guidance and support to enhance team performance.
- Handle complex customer issues with professionalism and empathy, maintaining high satisfaction levels.
- Monitor and analyze customer feedback to identify trends and recommend process improvements.
- Collaborate with cross-functional teams to resolve service delivery challenges and optimize customer experience.
- Maintain accurate records of customer interactions and transactions in the CRM system.
- Develop and deliver training sessions for new team members on best practices and company policies.
- Assist in the creation and refinement of customer service protocols and standard operating procedures.
- Participate in regular team meetings to share insights, updates, and best practices.
- Ensure compliance with company policies, industry regulations, and quality standards.
Skills: