Customer Service – Team Leader – The Blue Group – Qatar

• Monitor CRM software and advise on resolution for cases

• Ensure all cases on CRM software are closed and no pending cases except those that needs special approval

• Maintain customer information with accurate & update customer info frequently

• Forecast calls “inbound & outbound” on monthly basis

• Ensure right amount of CCO are available to handle calls

• Manage IVR updates if needed

• Manage Contact Center working hours

• Prepare and share Contact Center operations monthly schedule of CCO

• Plane increase/decrease of CCO based on promotions, high & low sessions

• Escalate issues that needs special approvals to concern person

• Follow up with CCO’s to ensure all cases of customers are resolved and closed in acceptable/agreed on timing

• Prepare reports weekly/monthly on all cases open/pending/closed with line manager

• Consistent improvement and couching for CCO’s on customer service

• Studying and evaluating calls daily to improve CCO’s quality of handling calls

• Create/modify polices that will help advance customer service

• Drive product knowledge for all CCO’s to enhance & increase sales

• Ensure all CCO’s are aligned with Group Vision & Mission in their daily tasks

Job Details

Date Posted: 2017-10-22
Job Location: Doha, Qatar
Job Role: Customer Service and Call Center
Company Industry: Retail/Wholesale
Monthly Salary: US $2,000

Preferred Candidate

Career Level: Mid Career
Gender: Female
Nationality: United Arab Emirates; Bahrain; Djibouti; Algeria; Egypt; Iraq; Jordan; Comoros; Kuwait; Lebanon; Libya; Morocco; Mauritania; Oman; Palestine; Qatar; Saudi Arabia; Sudan; Somalia; Syria; Tunisia; Yemen
Degree: Diploma

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