Customer Service Team Leader-CRM

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Employer Active

Posted on 22 Oct

Experience

2 - 6 Years

Job Location

Giza - Egypt

Education

Bachelor of Business Administration(Management)

Nationality

Any Nationality

Gender

Not Mentioned

Vacancy

1 Vacancy

Job Description

Roles & Responsibilities

  • CRM Operations Supervision:
  • Oversee all daily CRM section duties, ensuring requests and tasks are processed accurately and on time.
  • Review, confirm, and authorize CRM requests in line with company policies and procedures.
  • Monitor and maintain the integrity of customer information and case records in the CRM system.
  • Quality Assurance & Call Review:
  • Review and upload recorded customer calls related to critical actions or high-impact cases.
  • Ensure communication quality, professionalism, and compliance with company standards.
  • Escalation Handling:
  • Act as the main point of contact for customer escalations, ensuring prompt and effective resolution.
  • Analyze escalation trends and provide recommendations to prevent recurrence.
  • Coordinate with relevant departments (Operations, Compliance, Risk, etc.) to resolve complex issues.
  • Staff Management & Development:
  • Support, supervise, and evaluate CRM staff to ensure consistent service quality and productivity.
  • Conduct regular coaching, performance appraisals, and feedback sessions for team members.
  • Prepare and manage staff schedules to ensure optimal coverage and workflow efficiency.
  • Train and onboard new CRM employees on systems, policies, and service standards.
  • Motivate the team to meet key performance indicators (KPIs) and maintain high morale.
  • Reporting & Analytics:
  • Prepare and provide accurate daily, weekly, and monthly CRM reports (e.g., productivity, service levels, escalations, quality audits).
  • Analyze CRM data to identify service trends, improvement areas, and staff performance patterns

Desired Candidate Profile

  • Education: Bachelor s degree in Business Administration, Finance, Information Systems, or related field.
  • Experience: 4-6 years of customer service experience, with 1 2 years in a supervisory or team leader role, preferably in CRM or customer experience.
  • Strong working knowledge of CRM software and data management best practices (Salesforce, Dynamics, or equivalent).
  • Excellent leadership, communication, and analytical skills.
  • Languages: good in English.

Company Industry

  • Engineering Design & Consulting

Department / Functional Area

  • Helpdesk
  • Customer Service
  • Telecalling

Keywords

  • Customer Service Team Leader-CRM

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