Senior Customer Service Specialist “Back Office”

Job Title:	Senior Customer Service Specialist “Back Office”
Experience:	5 to 6
Education:	Bachelor’s Degree
Location:	Egypt, Giza
Category:	Customer Service/Support
Description:	Monitor the certification process. Monitor OSPs performance and KPIs. Handle all back-office operations and venue bookings. Generate reports within the deadlines. Reply to email inquiries Perform data analysis and report to management. Create operation manuals for departments after operation assessments. Revise system data entry and correction of scheduled courses’ classes and tests according to each department update. Prepare regular updated reports on team performances, Pro Class data, customers’ comments, actions taken for complaints and concerns and promotional services reports, and working in a deadline-oriented environment. Manage the CRM system performances, update price lists of services, and administer services ensuring correct customers’ information. Supervise the courier process, monitor other departments actions and provide technical support. Participate in initiatives and orientations to plan for developments needed in AMIDEAST. Attend departments meetings and engage in projects related to different departments. Engage collectively in establishing clear and consistent strategies, policies and regulations between CS team and rest of AMIDEAST staff to ensure quality. Regularly evaluate surveys for different services offered by CS, for continuous customers’ need assessments. Review and evaluate the service given to customers and work being done within the team to deliver excellent work accomplishments. Create a customer complains mechanism to ensure minimal complaints and increased customer satisfaction Initiate methods of services improvements produced from customers’ feedbacks. Engage team members in different training and orientations for a continuous self-development. Monitor monthly performance and achievements with regards to set department KPIs and organizational goals. Monitor call center agents to enhance the quality of offered services for sustaining customers’ satisfactions.
Qualifications:	Bachelor’s degree and 5 – 6 years of working experience in a related field. Proficiency in computer skills, Microsoft office (Word, Excel, PowerPoint, Outlook and others). Supervisory/advisory expertise. Excellent verbal and written English language skills Excellent communication skills Preserve team leadership skills gained to optimize team efficiency. Possess an action taking techniques. Provide a sustainable attitude to deliver responsibilities. Attentive to details and possession of ownership responsibilities. Respond back to customers’ concerns. Obtain multi-tasking techniques. Deliver clear and consistent services. Very good reporting mechanizes and skills
Salary:	9000 to 9500
Contact:	Apply

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