Customer Service Manager

Employer:	AMIDEAST
Job Title:	Customer Service Manager
Location:	Cairo, Egypt
Job Type:	Full Time Employee
Category:	Customer Service and Call Center
Description:	Develop and implement strategies useful in improving customer relationship, dedication, and satisfaction. Oversee the hiring, orienting, and training of an organization’s customer service team Define and implement standards/procedures for ensuring optimal customer experience Conduct surveys to gather information on customer opinion of rendered services Utilize social media platforms in reaching out to customers to help resolve issues and provide quick response to inquiries Supervise the activities of customer service team to ensure their interaction with customers reflect positively on the Amideast Establish communication mediums through which customers can readily contact a Amideast and vice versa Oversee the transformation process of all customer service processes to be a highly proficient customer-focused department Integrate customer relationship management (CRM) and financial data with social media data in order to maintain a consolidated customer account. Liaise with the organization’s marketing, sales and business drivers to analyze customer feedback and develop programs effective for improved customer experience. Monitor the activities of customer service staff in Cairo & Alexandria offices to ensure compliance with set standards of courtesy and professionalism. Utilize CLM and CRM tools in enhancing customer loyalty and relationship management on work progress, as well as recommendations on steps necessary for improvement. Conduct research to identify more personalized methods of our provided services in terms of marketing/sales. Prepare and manage annual budgets in achieving set objectives and goals Organize training programs for customer service employees in Egypt office, in order to update their job knowledge and enhance their skills Attend seminars, workshops, and conferences to improve on existing job knowledge Conduct performance review for direct staff and oversee the process of the department Monitor the accuracy of the registration process on the CRM system; Provide hands in case of peak times, with regards to Customer Service operations including system registration and payment for all AMIDEAST services. Prepare the required statistical reports which are used in the sales meetings, senior staff meetings, departmental updates, etc.; Promote and cross-sell AMIDEAST services through the daily interaction with customers to achieve assigned department targets. Prepare other departmental reports as requested from the Assistant Country Director. Analyze customer trends based on verifiable walk-in and call-in customer statistics, and allocate staffing resources accordingly; and call center staff, address performance deficiencies, and arrange for professional training, as required; Work closely with the Marketing department to ensure all CS materials are updated. Follow up with other departments on any new services or updates to guarantee that customers receive the accurate and the most updated information; Develop and implement strategies useful in improving customer relationship, dedication, and satisfaction. Define and implement standards/procedures for ensuring optimal customer experience Set Department Business plan and targets on annual basis in line with the organization Strategy. Manage the transformation process of all customer service processes to be a highly proficient customer-focused department Manage the data collection, analysis and interpretation of customer interactions data to identify requirements and information useful in optimizing customer experience by the CS supervisor. Report to the Assistant Country Assist Director re the Customer Service daily operations for Egypt office to ensure the proper handling and delivery of high quality customer service to clients. Organize projects and initiatives that enlighten AMIDEAST staff on the associated benefits/consequences of their decisions on customer experience and on AMIDEAST profits. Perform other tasks as assigned by the Assistant Country Director for Programs Ensure the achievement of the department’s monthly sales target
Qualifications:	A university degree in business administration or a related field; A minimum of 10 years of professional work experience directly involved in business, customer service and marketing; Certification Courses in Customer Relation Management(CRM) and Customer Retention and Satisfaction; Excellent spoken and written English language proficiency; Proficiency in the Microsoft Windows environment, specifically Microsoft Word, Excel, Access, Outlook and efficient typing skills.
Education:	Master's degree
Experience:	Min: 10 Max: 15
Salary:	$1,000 – $1,500
Contact:	Apply

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