Hiring Call center & customer service Supervisor at Puvana
Puvana
Job Description
Profile : PUVANA is an Egyptian natural water brand owned by Global for Industrialization and Development. GID is an Egyptian shareholding company established In 2017.
Hiring Call center & customer service Supervisor at Puvana
- Job Description :
- Hiring, training, coaching, and leading call center representatives as they provide support for customers.
- Answering representative’s questions, guiding them through difficult calls or issues, diffusing angry customers, or handling issues that cannot be fielded by representatives.
- Leading team meetings, asking questions to better understand the calls representatives are receiving, educating, and coach workers.
- regarding processes and practices, and explain expectations to employees.
- Assisting other management team members in identifying trends and establishing call center goals.
- Ensuring staff members are achieving desired service levels and taking corrective action, as needed.
- Preparing reports and analyzing call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction.
- Authorizing replacements or refunds.
- Taking on other task.
- Job Requirements :
- Bachelors Degree in any respective field.
- More education or experience in a related field may be preferred.
- Ability to multitask and remain calm under pressure, especially during peak hours or intense situations.
- Exceptional interpersonal, customer service, problem-solving, verbal and written communication, and conflict resolution skills.
- Knowledge of management principles and familiarity with company products, services, and policies.
- Strong coaching and leadership skills, ability to motivate employees.
- Decisiveness and attention to detail.
- Proficiency with the necessary technology, including computers, software applications, phone systems, etc.
- Polite, professional phone voice.
- Min 5 years experience in the same position.
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