Jobs in Egypt - Customer Service Manager at Jumia
Customer Service Manager at Jumia
Location: New Cairo
Job Description:
- Provides daily direction and communication to employees so that customer service calls are answered in a timely, efficient and knowledgeable manner.
- Provides continual evaluation of processes and procedures.
- Responsible for suggesting methods to improve area operations, efficiency and service to both internal and external customers.
- Provides statistical and performance feedback and coaching on a regular basis to each team member.
- Writes and administers performance reviews for skill improvement.
- Is available for employees who experience work problems providing appropriate coaching, counselling, direction and resolution.
- Ensures employees have appropriate training and other resources to perform their jobs.
- Responds to and resolves employee relations issues expressed by team members.
- Creates and maintains a high-quality work environment so team members are motivated to perform at their highest level.
- Addresses disciplinary and/or performance problems according to Jumia policy.
- Prepares warnings, communicates effectively with employees on warnings, and makes effective/appropriate decisions relative to corrective action as required.
- Manage the daily operation of the customer service department to include the development, analyses and implementation of staffing, training, scheduling and reward/recognition programs.
- Works as a member/leader of special or ongoing projects that are important to area/process improvement.
- Shares continual responsibility for deciding how to manage the employees, ensuring interactions are handled efficiently and effectively.
- Establishes work procedures and processes that support the company and departmental standards, procedures and strategic directives.
- Uses appropriate judgment in upward communication regarding department or employee concerns.
Job Requirements:
Technical Knowledge/ Skills/ Training required:
- Excellent oral, written and interpersonal communication skills.
- Intermediate Microsoft office suite (Excel, Outlook, Word, etc…) skills.
- Excellent contact center mathematical skills and basic statistical knowledge.
- Must be able to work in a fast paced, ever changing environment with a sense of urgency.
- Strong ability to multitask, excellent organizational and analytical skills with attention to details.
- Ability to solve routine and complex problems following established policies and procedures.
- Ability to work independently as well as part of a team.
- Ability and willingness to perform other duties as assigned.
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