قائد فريق خدمة عملاء - customer care team leader

First: Customer Service Team Management 1. Daily supervision of the customer service team and distribution of tasks among the four employees. 2. Monitoring the team's adherence to work schedules and company policies. 3. Ensuring prompt responses to customer messages and inquiries. 4. Training employees on professional communication styles and customer handling methods. 5. Evaluating employee performance and providing necessary feedback to improve service levels. Second: Customer Communication Channels Management 6. Monitoring messages and comments received via Facebook, Instagram, and WhatsApp. 7. Ensuring all customer inquiries are answered professionally and on time. 8. Monitoring the quality of responses and ensuring the accuracy of information provided to customers regarding products, prices, sizes, and availability. 9. Handling complaints and difficult situations that require managerial intervention. 10. Ensuring a consistent and exceptional customer experience across all communication channels. Third: Online Order Tracking 11. Overseeing the registration and confirmation of customer orders and ensuring the accuracy of order data. 12. Monitoring the status of orders from confirmation to preparation, shipping, and delivery. 13. Coordinating with the warehouse, preparation team, and shipping companies to ensure orders are fulfilled on time. 14. Monitoring delayed, canceled, or undelivered orders and working to resolve the root causes. 15. Ensuring customers are updated on order statuses when necessary. Fourth: Exchanges, Returns, and Complaints 16. Managing exchange and return requests in accordance with company policies. 17. Coordinating with the warehouse and shipping companies to complete exchange and return procedures. 18. Following up on customer complaints and working to resolve them quickly and professionally. 19. Recording recurring issues, analyzing their causes, and proposing solutions to reduce their recurrence. Fifth: Reports and Performance Indicators 20. Preparing daily or weekly reports on team performance, volume of customer inquiries, orders, and complaints. 21. Monitoring average response time, message response rate, and complaint resolution rate. 22. Tracking the reasons for order cancellations, non-receipt, exchanges, and returns. 23. Providing suggestions to management to improve service quality and increase customer satisfaction. 24. Monitoring the achievement of team goals and working on continuous performance improvement.

Additional Details

• Number of Vacancies: 1
• Shift System: Morning only
• Benefits: Health insurance, social insurance, overtime pay