Posted 9 months ago
الفرصة بتفضّل الجاهزين… هل أنت جاهز؟
Senior Customer Service Representative (Gharbia)
Position Details
Location
Mahalla Kubra, Gharbia, Egypt Egypt
Posted Date
March 18, 2025
Employment Type
Administration
متوسط الراتب
Confidential
Job Description
Aktan Misr -
Company: Aktan Misr –
WebSite: Mahalla Kubra, Gharbia, Egypt
Job Description:**Responsibilities and Key Contributions:**
This role encompasses the following responsibilities and key contributions to the organization:
* **Advanced Customer Support:** Managing escalated customer inquiries and complaints requiring specialized knowledge and attention, delivering tailored solutions to complex issues.
* **Mentorship and Support:** Providing guidance and support to junior team members through the sharing of best practices and assistance with challenging scenarios, as well as offering informal coaching to enhance colleague skills and productivity.
* **Process Improvement:** Identifying inefficiencies in service processes and recommending actionable improvements to optimize performance and elevate customer satisfaction.
* **Training and Development:** Contributing to the onboarding process for new employees by providing instruction on company tools, procedures, and customer service protocols. Serving as a subject matter expert, offering guidance on policies and workflows to team members.
* **Collaboration:** Liaising with other departments to facilitate the timely resolution of customer issues, serving as a point of contact to promote effective inter-team communication.
* **Reporting and Documentation:** Maintaining comprehensive records of customer interactions, particularly escalated cases, and generating detailed reports for management regarding recurring customer issues and trends.
* **Quality Assurance:** Ensuring adherence to company policies and service standards in all customer interactions, contributing to the maintenance of high customer satisfaction levels.
* **Proactive Problem Solving:** Analyzing recurring customer concerns to propose preventative measures, and maintaining a current understanding of company products and services to effectively address customer needs.
**Focus Areas:**
The primary focus areas for this role are: providing expert-level support while fostering seamless team collaboration; driving efficiency and quality in customer service delivery; and acting as a significant contributor to overall team success, operating effectively without formal managerial authority.
Skills:
Educational Qualifications:
- Bachelor’s degree in Business Administration, Communications, or a related field (preferred but not mandatory).
Experience:
- 2–4 years of proven experience in a customer service role.
- Prior experience handling escalated customer issues or complex queries.
- Familiarity with customer relationship management (CRM) tools (optional).
Skills and Competencies:
Customer Service Skills:
- Strong ability to resolve customer issues effectively and professionally.
- Proven track record of delivering exceptional customer experiences.
Communication Skills:
- Excellent verbal and written communication in [language(s) required].
- Ability to convey complex information clearly and concisely.
Problem-Solving Abilities:
- Expertise in identifying root causes and implementing solutions.
- Analytical mindset to handle complex customer situations.
Team Collaboration:
- Ability to work effectively with other team members and departments.
- Mentorship skills to support and guide junior representatives.
Technical Skills:
- Proficiency in CRM software (e.g., Salesforce, Zendesk) and Microsoft Office Suite.
- Familiarity with ticketing systems and customer databases.
Time Management:
- Ability to prioritize tasks and manage multiple cases simultaneously.
- Strong organizational skills to meet deadlines and handle high-pressure situations.
Personality Traits:
- Empathy and patience when dealing with customer concerns.
- Proactive and resourceful approach to addressing issues.
- Positive attitude and commitment to customer satisfaction.
Additional Requirements (Optional):
- Knowledge of Textile, especially in the “Towels field,” is a plus.
- Multilingual capabilities are advantageous.
نصائح تهمك
- جهز CV حديث قبل التقديم
- تأكد من تحديث معلومات التواصل في سيرتك الذاتية
- اقرأ وصف الوظيفة بعناية قبل التقديم
- جهز رسالة تغطية مخصصة للوظيفة
- تأكد من صحة جميع المعلومات في طلبك
- احفظ نسخة من طلب التقديم
- تابع بريدك الإلكتروني بانتظام
- جهز نفسك للمقابلة الشخصية مسبقاً