Call Center Team Leader

Key job responsibilities:

Nature of job impact:

• Monitoring the customer inquiries follow up on daily bases.
• Communicate and follow up with operations (aftersales / Ray shop) to take corrective actions for follow up.
• Monitor finalizing the inquiries in professional way within 2 days.
• Communicate with Follow up, Surveys & Social Media teams to discuss daily tasks & targets.
• Coaching follow up teams on handling the inquiries.
• Coaching Social Media team on handling comments & messages.
• Weekly & monthly reporting for Social media Official applications (Facebook page & WhatsApp).
• Daily, weekly & monthly reporting for the inquiries and TAT.

Areas job impacts:

• Retail & aftersales Operations.
• Non-Voice Contact Center.
• Customer’s experience and satisfaction.

Required skills, expertise & Knowledge:

Functional level:

• Very good knowledge of handling customers’ inquiries.
• Very good knowledge of providing excellent customer experience to customers.
• Very good Knowledge of analysis, reporting & excel functions.

Business level:

• Excellent understanding of operation procedures.

Interpersonal level:

• Communication Skills.
• Presentation Skills.
• Negotiation skills.
• Time Management.
• Attentive to detail.
• Reporting skills.

Problem solving:

• Ability to handle customers’ Inquiries professionally.
• Ability to handle customers’ Complaints through social media channels.

Language Skills

• Excellent command of Arabic language
• Excellent command of English language