Customer Care Team Leader
Cairo Customer Experience / Full-time / Hybrid
About Bosta: Launched in 2017, Bosta is an overnight delivery provider for E-commerce companies in Egypt and KSA. Leveraging technology to empower businesses is what we do best. Our goal is to disrupt the logistics industry by bringing technology and experience all together to provide a one-stop-shop for delivery solutions.
We rely on advanced technology to deliver orders to our customers in a fast way. Businesses can track and connect with couriers and follow up on their orders - all in one system.
The Role We’re looking for a great Customer Care Supervisor to join our growing care team. You have to be very proactive in this role with the ability to solve problems on the spot and think outside the box.
Job Description:
+ Provide Direct Customer Support through various channels.
+ Investigate and resolve customer complaints and queries – particularly those of an escalated nature.
+ Provide feedback to the rest of the Customer Care team to ensure that all issues are resolved quickly.
+ Continuously monitor the metrics of the team, and craft tailored development plans for each member.
+ Train new hires, and provide refresher training sessions for existing employees frequently.
+ Oversee day to day performance and workflow, ensuring SLAs and targets are met.
+ Create a healthy environment where team members are engaged and energized.
+ Conduct coaching sessions and 1:1s in an organized manner.
+ Monitor chats/calls/tickets either live and saved and provide feedback.
+ Support process Improvement and contribute to process optimization.
+ Support team members by answering questions and providing knowledge or solutions.
+ Ensure team members knowledge is up to date.
+ Monitor adherence and conformance to shifts and schedules.
+ Cater to any business tasks and stakeholders.
Requirements
+ Minimum 5 years’ experience in a call center environment
+ Minimum 3 years of experience as a leader (managing voice & non-voice teams)
+ Work on Gulf Accounts is mandatory [Saudi, Imarets, etc.]
+ Bachelor’s Degree
+ Awareness of voice and non-voice KPIs
+ COPC awareness is a plus.
+ Fluent English level
+ Fresh desk experience is a must.
