Customer Service Supervisor - Remote

Customer Service Supervisor - Remote

Remote Full time
Egypt

Description

LAWAZEM is currently looking for a highly experienced and motivated individual to join our team as a Customer Service Supervisor. As a Customer Service Supervisor, you will be responsible for overseeing and managing our remote customer service team, ensuring exceptional service delivery and customer satisfaction. This is a remote position that offers flexibility and the opportunity to work with a dynamic and diverse team.

Responsibilities:

Manage and supervise a team of remote customer service representatives, providing guidance, support, and feedback. Develop and implement customer service policies, procedures, and standards to ensure consistent service delivery. Monitor team performance, conduct regular performance evaluations, and provide coaching and training as needed. Handle escalated customer service issues and resolve them in a timely and satisfactory manner. Collaborate with cross-functional teams to address customer inquiries and concerns, ensuring appropriate follow-up and resolution. Analyze customer service data and metrics to identify areas for improvement and implement strategies to enhance customer satisfaction. Maintain accurate records and documentation of customer interactions and resolutions. Stay updated on product knowledge and industry trends to effectively support the team and address customer inquiries.

Requirements

Previous experience with at least 3 years in a customer service supervisory role. Proven ability to lead and motivate a remote team. Excellent communication and interpersonal skills. Strong problem-solving and decision-making abilities. Ability to handle escalated customer issues with professionalism and empathy. Proficiency in using customer service software and tools. Strong attention to detail and ability to multitask effectively.* Fluency in Arabic and English.