وظائف خدمة عملاء بشركة elGrocer

Customer Service Jobs Cairo, Egypt Full Time

Job Description

Customer Service Manager - elGrocer 

What You’ll Be Doing

  • Key Responsibility: ensuring to delight our shoppers quickly, efficiently and effectively while proactively ensuring their requests & requirements are met, and showing them that we care in case we/stores let them down by making things right
  • KPIs: Speed of first response & issue resolution, support customer satisfaction rating, volume handed per agent, quality of communication, order issue prevention follow-ups,
  • Make sure the CS SOP is followed & updated to ensure we maintain smooth processes that delights the shopper in every interaction they have with us
  • Manage & coach a team of agent’s & team/shift lead as well as their schedules, attitude, communication and performance to convey the highest level of professionalism & care in adherence to our SOP & vision
  • Recruit, onboard, and train new joiners (permanent and temporary)
  • Personally handle VIP customers, escalations, App store reviews and so on
  • Carefully listen to and find solutions to customer feedback
  • Very closely support operations in order management follow ups and feedback
  • Communicate with all departments internally as the voice of the shopper in ensuring issues are fully resolved and opportunities are captured
  • Generate and Analyze Weekly Reports & Monthly Reports to show the performance and customer complaints data to the operations, catalog, marketing teams & management
  • Handle a number of projects directly related to enhancing our customer experience

 

What You Should Already Have

  • 10+ years’ experience in Customer Service
  • Must have experience in e-commerce platforms, online shopping
  • Must have managed a team of at least more than 20 operators at different levels
  • Must know Microsoft Office & able to manage a variety of cloud-based applications
  • Fluent in English & Arabic
  • Resilient to manage difficult situations
  • Utmost care and attention to customers
  • Ability to monitor, manage and grow a team
  • Strong internal and external communication skills: verbal and written
  • E-commerce experience is a plus
 

 


you can apply through this link :

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Job Summary

  • Date Posted : 2 weeks ago
  • Job Type : Full Time
  • Experiance : 10 year(s)
  • Location : Cairo, Egypt
  • Gender : Any

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