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Customer Care Supervisor
Cairo, Egypt
Responsibilities
- Oversee customer service operations across Egypt and KSA, ensuring high-quality support and compliance with company policies.
- Manage a multi-channel team handling chat, inbound calls, and merchant support for both countries.
- Supervise and resolve CPA complaints promptly, maintaining service standards and customer trust.
- Support and enhance customer experience across various services including bill payments, offers, and gaming.
- Lead payment troubleshooting in collaboration with vendors to ensure smooth transaction processes.
- Drive team development, providing coaching, mentoring, and proactive solutions to operational challenges.
- Utilize AI tools and technologies to improve efficiency and enhance call center performance.
- Monitor performance management metrics (AHT, SLA, CSAT, FCR, etc.), analyze trends, and take corrective action.
- Conduct regular quality assurance checks, ensuring agents meet service and communication standards.
- Act as the main contact for escalation handling, ensuring timely resolution of customer and merchant concerns.
- Prepare reporting and insights for management, highlighting performance, risks, and opportunities for improvement.
- Collaborate with cross-functional teams (Product, Marketing, IT, Vendor Relations) to resolve service-impacting issues.
- Ensure full compliance with company policies, regulatory requirements, and data protection standards.
- Identify and implement process improvements to drive operational efficiency and customer satisfaction.
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Foster a culture of accountability, customer-centricity, and continuous improvement.
- Bachelor’s degree or higher.
- Minimum 5 years of experience in customer service, with at least 3 years in a supervisory role.
- Strong command of English, both written and spoken.
- Proven leadership, team development, and communication skills.
- Ability to make data-driven decisions and manage change effectively.
- Experience in managing multi-country operations (Egypt & KSA) is preferred.
- Knowledge of AI applications in call centers is an added advantage.
- Passion for education, customer satisfaction, and operational excellence.
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