قائد فريق خدمة عملاء - customer care team leader

First: Customer Service Team Management. 1. Daily supervision of the customer service team and task distribution among the four employees. 2. Monitoring the team's adherence to working hours and company policies. 3. Ensuring prompt responses to customer messages and inquiries. 4. Training employees on professional communication styles and how to handle customers. 5. Evaluating employee performance and providing necessary feedback to improve service levels. Second: Managing Customer Communication Channels. 6. Monitoring messages and comments received via Facebook, Instagram, and WhatsApp. 7. Ensuring all customer inquiries are answered professionally and on time. 8. Monitoring response quality and ensuring the accuracy of information provided to customers regarding products, prices, sizes, and availability. 9. Handling complaints and difficult situations that require management intervention. 10. Ensuring a unified and excellent customer experience across all communication channels. Third: Tracking Online Orders. 11. Overseeing the registration and confirmation of customer orders and ensuring order data accuracy. 12. Tracking order status from the time of confirmation through preparation, shipping, and delivery. 13. Coordinating with the warehouse, preparation team, and shipping companies to ensure timely order fulfillment. 14. Monitoring delayed, canceled, or undelivered orders and working to resolve the root causes. 15. Ensuring customers are informed of order updates when necessary. Fourth: Exchanges, Returns, and Complaints. 16. Tracking exchange and return requests in accordance with company policies. 17. Coordinating with the warehouse and shipping companies to complete exchange and return procedures. 18. Monitoring customer complaints and working to resolve them quickly and professionally. 19. Recording recurring issues, analyzing their causes, and suggesting solutions to reduce their recurrence. Fifth: Reporting and Key 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. Monitoring the reasons for order cancellations, non-receipt, exchanges, and returns. 23. Providing proposals 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