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Senior Customer Service Specialist ''Back office"

5.00 to 7.00 Years   Dokki, Cairo , Egypt   26 Aug, 2021
Job LocationDokki, Cairo , Egypt
EducationBachelor's degree / higher diploma
Salary$500 - $1,000
IndustryHigher Education
Functional AreaNot Mentioned

Job 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.?

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