Responsibilities:
- Lead, mentor, and manage a team of class mentors to deliver exceptional service and meet performance targets
- Develop and optimize customer communication scripts, service workflows, and resolution guidelines
- Monitor daily and monthly performance metrics and provide continuous coaching and feedback
- Ensure all customer interactions meet quality, brand, and service excellence standards
- Help to handle customer inquiries and complex cases with professionalism and empathy
- Collaborate closely with sales, marketing, and operations teams to ensure seamless customer journeys and consistent messaging
- Conduct regular training sessions to enhance product knowledge, service skills, and communication techniques
- Identify trends in customer feedback and recommend process improvements to enhance customer experience
- Prepare and present performance reports, insights, and recommendations to senior management
Requirements:
- Minimum of 5 years of experience in customer care, or a related field, with at least 3 years in a supervisory or managerial role
- Strong leadership, coaching, and team management skills
- Customer-centric mindset with a proven ability to drive service excellence and team performance
- Excellent communication and problem-solving skills
- Experience working with CRM systems, ticketing platforms, and performance reporting tools
- Ability to analyze data and translate insights into actionable improvements
- Professional proficiency in English, both written and spoken
Work Schedule & Location:
Location:
- Maadi, Cairo (on-site position)
Schedule:
- Sunday to Thursday: 12:00 PM – 9:00 PM (includes a 1 hour and 15 min break)
- Saturday: 12:00 PM – 4:00 PM
- Friday: Day off
Apply Now!
Send your resume to: [email protected]
Or reach out via WhatsApp: 01205576575
