Senior Officer - Customer Care

Job Description:

Main Responsibilities and Duties :

• Ensuring staff members are achieving desired service levels and taking corrective action, as needed, attended to on time
• Preparing reports and analyzing the performance of Customer care Officers to the management to evaluation the performance and reward for the high performing employees
• Understand all organization’s products, services, procedures and new products that the company release to give guidelines and communicate same to all team members
• Facilitate and organize training session for all agents.
• Work as focal point between the customer care employees and other departments to ensure proper communication inside the Customer care Unit
• Evaluate performance with key metrics (accuracy, call-waiting time etc.)
• Evaluates performance  of the Customer Care team
• Schedule and organize shift patterns for Call Center Agents
• Conduct regular review of all call center agents performance and organize training sessions for under performers
• Prepare and update the department FAQ Step to guiding representatives through tickets or issues, diffusing angry customers, or handling issues that cannot be fielded by representative

Education and Trainings/ Experience :

• Bachelor’s degree in business management or relevant field is a must.
• At least 3 years of experience as Customer Care leader

Skills and Competencies :

• Proficient in MS Office
• Strong communication skills
• Autonomous, well organized, and results-oriented
• Excellent communication and leadership skills.
• Organizational and time-management skills