Key Functions: Provides support to the Contact Centre Manager and a team of CSR’s on quality and performance issues. To resolve all escalated customer requests. Has the ability to resolve subscription, billing and programming queries. Duties & Responsibilities: Customer Service: To develop and support a team of office based CSR’s in order to achieve agreed business objectivesDemonstrate a professional attitude ensuring that customer expectations are met. Maintain a quality customer service and Ensure positive customer relations are maintained. Timely resolution of customer reported faults.Assist in the development of the department to ensure that we meet the requirements of both internal and external customers. Provide support for the Operation KPI – resolve all Customer related faults within 3 working days. Team Performance: Responsible for monitoring attendance in line with daily rotas.Assess and manage team objectives on call statistics. Responsible for ensuring all tasks are completed in a timely manner and in accordance with standard quality procedures. Ensure all email correspondence to customers / other departments is acted on effectively and promptly. Ensure good relations established and maintained with key interfacing areas, managing customer affecting issues to resolution where appropriate.Be aware of performance measures and how they can be influenced. Develop best working practices and develop knowledge within the team. Adhere to all relevant company policies. To represent the department as required.Provide support to the scheduling and control function. Any other duties that may be required. Personal Performance: Maintains appearance and adopts a professional approach at all times. Be jointly responsible with line manager for personal development.Assist with speedy resolution of customer disputes relating to technical issues. Liaise with technicians and Technical Team to resolve related faults. Responsible for the rectification of escalated Technical faults.Ensure all Customer records are accurately maintained. Promptly execute allocated work as directed by line manager.Keep up to date on all new products and technical developments.
Salary: 5000 to 6000 EGP Per Month
Experience: 1+ years
Vacancies: 1 open vacancies
- Apply Here: Team Manager - Contact Center - View all New jobs on Wuzzuf
Salary: 5000 to 6000 EGP Per Month
Experience: 1+ years
Vacancies: 1 open vacancies
- Apply Here: Team Manager - Contact Center - View all New jobs on Wuzzuf
