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Customer Support Manager

OLX Group

Posted on December 3, 2019

5 - 6 years Cairo - Egypt

Any Graduation. Any Nationality

Opening 01

Job Description

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Leading the smooth operation of providing our customers with the needed support through our various channels (Phone, email and chat)
• Leading the smooth operation of content moderation ensuring that the platform content is of needed quality as well as our customers safe and protected from fraud in the best of our abilities.
• Designing the KPI s of the various operational functions to serve the higher objectives
• Develop service procedures, policies and standards
• Analyze operational data to overlook trends as well as to take data driven decisions.
• Recruit, mentor, coach and develop operational teams and nurture an environment where they can excel through encouragement and empowerment
• Keep ahead of industry developments and apply best practices to areas of improvement
• Control resources and utilize assets to achieve qualitative and quantitative targets
• Adhere to and manage the approved budget
• Report and communicate with the different stakeholders in Dubizzle
• Collaborate and work with all the tool providers and communicate needs as well as enhancement opportunities


Internet / E-commerce / Dotcom

Helpdesk / Customer Service / Telecalling

Desired Candidate Profile

Knowledge & Experience
Essential
• Microsoft Excel , word , PPT
Preferred
• Generating reports and analyzing results into actionable steps.
Qualifications & specialist skills
• Ability to lead a large team towards a common mission
• Ability to question status quo when needed and always be on the look for improvements and optimizations.
• Ability to make business informed as well as data informed decisions
• Strong communication skills and clear ability to deliver information
Competencies
• Problem solving / innovation
• Communication
• Results driven
• Critical thinking

Keywords

Customer Support Manager

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OLX Group


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