Customer Service Manager

Sylndr

Employer Active

Posted on 3 Dec

Experience

4 - 9 Years

Job Location

Egypt - Egypt

Education

Any Graduation

Nationality

Any Nationality

Gender

Not Mentioned

Vacancy

1 Vacancy

Job Description

Roles & Responsibilities

Provide strategic guidance and coaching to Customer Success Leads and their teams, ensuring they deliver exceptional customer experiences.

Monitor and evaluate team performance, leveraging data-driven insights to refine processes and achieve customer satisfaction and retention goals.

Serve as the primary escalation point for complex customer issues, collaborating across departments to ensure timely resolution and customer satisfaction.

Develop and implement training programs to enhance team capabilities in customer support, communication, and problem-solving.

Manage multiple initiatives simultaneously, prioritizing effectively to balance team performance, operational efficiency, and customer outcomes.

Analyze call center metrics, including customer feedback and operational KPIs, to identify trends and areas for improvement.

Foster a culture of continuous improvement by setting clear expectations, providing regular feedback, and recognizing achievements within the team.

Ensure alignment of customer success activities with broader business objectives, acting as a liaison between the call center, sales, and other departments.

Desired Candidate Profile

At least 4 years of experience managing a team of leads in a customer service or call center environment.

Proven track record in setting and achieving performance targets while driving customer satisfaction.

Strong expertise in call center operations, including launching new queues, workflow optimization, and escalation management.

Advanced analytical skills with the ability to interpret data and provide actionable insights.

Skilled in call center tools and reporting to enhance operational efficiency and team performance.

Exceptional leadership, coaching, and communication abilities, with a natural ability to connect with people and inspire teams.

Adept at prioritizing tasks, solving problems, and driving continuous improvement.

Focused on aligning customer success efforts with organizational goals and delivering exceptional service.

Company Industry

  • Retail

Department / Functional Area

  • Helpdesk
  • Customer Service
  • Telecalling

Keywords

  • Customer Service Manager

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Sylndr

Sylndr was born to build trust in the Egyptian pre-Owned cars market by bringing transparency, reliability and delivering best-in-class service to all stakeholders.

We are on a mission to impact millions of Egyptians by becoming the go-to online platform to sell their cars directly in just a few hours or to buy high-quality and affordable cars seamlessly.

https://jobs.lever.co/sylndr/a4e4249f-354c-47ef-bbb3-0cd7247e60e7