Customer Service Team Leader

RAYA Auto

Posted on 26 Aug

Experience

4 - 5 Years

Job Location

Giza - Egypt

Education

Any Graduation()

Nationality

Any Nationality

Gender

Not Mentioned

Vacancy

1 Vacancy

Job Description

Roles & Responsibilities

  • Oversee and resolve high-priority escalations and complex customer complaints to ensure customer satisfaction.
  • Monitor team productivity and ensure compliance with service level agreements (SLAs), average handling time (AHT), abandoned calls (Abd. Calls), and first call resolution (FCR).
  • Analyze agent performance metrics and compile detailed reports for the CRM Section Head, offering insights and recommendations for improvement.
  • Conduct call quality monitoring to maintain consistent service excellence and identify opportunities for coaching and development.
  • Define and communicate performance expectations, including schedule adherence, productivity targets, break management, and handling exceptions.

Desired Candidate Profile

  • Bachelor s degree in any related field
  • Minimum 4-5 years of experience in customer service, support or any similar role.
  • Familiarity with CRM systems
  • Proficiency in Microsoft office Suite

Company Industry

  • Automotive
  • Automobile
  • Auto Accessories

Department / Functional Area

  • Helpdesk
  • Customer Service
  • Telecalling

Keywords

  • Customer Service Team Leader

Disclaimer: Naukrigulf.com is only a platform to bring jobseekers & employers together. Applicants are advised to research the bonafides of the prospective employer independently. We do NOT endorse any requests for money payments and strictly advice against sharing personal or bank related information. We also recommend you visit Security Advice for more information. If you suspect any fraud or malpractice, email us at abuse@naukrigulf.com

RAYA Auto

https://wuzzuf.net/jobs/p/ivm5me2h4a1b-customer-service-team-leader-raya-auto-giza-egypt