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Customer Service Jobs > Customer Services Manager
> Job Description:
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responsible to:
* develop customer service procedures, policies and standards for your department
* meet with other managers to discuss possible improvements to customer service
* be involved in staff recruitment and appraisals
* train staff to deliver a high standard of customer service
* supervise a team of customer service staff
* manage the operational and fiscal activities of the department
* develop & monitor quotas for service volume & timeliness
* plan and develop systems and procedures to improve the operating quality and efficiency of the department
* supervise staff in accordance with company policies and procedures
* be able to prioritize tasks & to know when to switch gears
* coach and provide career development advice to staff
* set standards for employees & monitor their success
* develop current major accounts & develop business with targeted new accounts
* establish employee goals towards achieving the department kpis, key objectives and conduct employee performance appraisals
* coordinate with human resources for appropriate staffing levels
* schedule and conduct department meetings
* meet department productivity and quality goals
* review deliverable prepared by team before passing to client
* identify resources needed and assigns individual responsibilities
* other duties as assigned
qualifications:
* four to five years client management experience in software, consulting or related field
* willing to work on new york time " monday to friday from 2:30 pm to 11:00 pm cairo time"
* strong communication skills
* strong interpersonal skills
* follow-up skills
* sales experience preferred
* fluency in english is a must
* bachelors degree required
Status: Close
Job sub category: Jobs in Giza, Dokki - Egypt
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Customer Service Jobs > Service Coordinator
> Job Description:
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* manage the relationship with customers allocated mainly in usa and canada
* receive customers calls and forward it to the suitable support queue
* receive customers online tickets and forward it to the suitable support queue
* follow-up to ensure that appropriate changes were made to resolve customers' problems.
* contact customers to respond to inquiries or to notify them of claim investigation results and any planned adjustments
* follow-up customer acceptance queue
* handling rework tickets
* close support ticket
job requirements:
* fluency in english (us) is a must
* excellent communication skills
* customer care background is preferred
* follow-up skills
* ability to prioritize the workload
* ability to work well in a team
* problem-solving skills
* attention to detail
* b.s of commerce or business administration is preferred
* willing to work on new york time " monday to friday from 3:30 pm to12:00 am cairo time"
Status: Close
Job sub category: Jobs in Giza, Dokki - Egypt
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Customer Service Jobs > Care Solutions Manager
> Job Description:
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for a leading mobile handset vendor
general purpose
responsible for supporting the implementation operator solutions in the lsu and ensuring full after sales support
main responsibility areas
solutions support and development in the operator channel for the lsu
expectations
owns and drives the care solutions support for the lsu in close coordination with the solutions managers and other relevant stakeholders. acts as the focal point in the operator ac management virtual team for all care issues and ensures alignment of care with overall account strategy and implementation.
care services development
•implement and deliver training to the operators on the relevant support models for the different solution offerings
•work with global to optimize delivery method and material in a timely manner
•localise material to ensure relevance to audience
•prepare careline on any specific country/operator needs and requirements and escalations
technical support
•act as escalation point for operators and internal organisation to address services issues raised
care operator channel
• operator account management.
• identify operators in all markets where focus support is needed
• implementation of fota in operators channels to support increase in c-sat and reduction in care costs
• work closely with global care account managers to ensure alignment
• work closely with solutions management to ensure care proposition is included in offering
• ensure guidance and support of solutions in local market with close collaboration with lifecycle management and ccm
• drive development for b2b sales & solutions support
engagement
•coordinate cross functional meetings and ensure alignment
•facilitate regular meetings with operators to deliver against promises and build on service offering
•provide a support framework for solutions to be deployed on a market level.
•contract signoff
Status: Close
Job sub category: Jobs in Cairo, Dubai - Egypt
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Customer Service Jobs > Service Sales Administrator
> Job Description:
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the mission of teradata customer services is to provide the right level of support to maximize the power and value of an overall teradata solution. teradata provides flexible support offerings combined with industry leading proactive support. this level of technical excellence is unmatched in the market and continues to improve with our investments in service delivery resources, support infrastructure and products.
role description:
this role is part of the teradata emea customer services organization and is based in cairo, egypt. the service sales administrator (ssa) provides support to the teradata service sales consultant (tsc). the ssa will manage and administer designated teradata customer contracts; collecting all relevant customer information and helping to ensure effective renewals of existing contracts along with all existing base contractual changes. in addition the sss will be asked to manage project related tasks that may involve working across the european organization.
key areas of responsibility:
- account/contract administration support of egypt/mea accounts, with the opportunity to expand focus to other geographical areas
- working in support of the designated tsc to assist them in fulfilling their objectives of account management
- sales support activities
- internal relationship management
- investigating and providing timely solutions to problems with annuity billing/invoicing, accounts receivables
- customer services emea project related activities
skills:
• confident and able to communicate effectively.
• ability to work within a fast-paced, consultative sales environment.
• self-motivated and able to working in a virtual office environment and within a virtual team across europe.
• provide creativity, problem solving, analytical, and risk analysis skills.
• adapt and learn a set of tools and packages designed specifically to manage customer services business.
• financial management
• structured and organized
in addition any project management skills or languages would be beneficial.
education and experience requirements:
• bachelor’s degree minimum required / business (administration).
• interest or experience of working in the information technology industry.
• knowledge or experience of customer services industry.
• experience working in team-oriented environment.
• ideally 1-5 years of business experience.
Status: Close
Job sub category: Jobs in Cairo, Giza - Egypt
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