Customer Service Leader - WFH

Please note: If you are shortlisted, we will contact you via HR email (apctech.hr@gmail.com)

Kindly add us on Telegram (ID: lynnnhr) with "your email - your name - CS Leader Egypt" if you want to apply for the further process.

Job Overview

We are looking for a Customer Service Leader to supervise and support our CS team for the assigned brand. The Leader ensures smooth daily operations, resolves escalated issues, monitors performance, and coordinates with other departments. This is a Work From Home position.

Responsibilities

• Supervise and support the CS team; motivate and guide them.
• Monitor team and individual KPIs; submit performance reports.
• Handle escalated customer complaints and provide timely solutions.
• Plan work schedules and manage staffing issues.
• Communicate policies and updates between Manager and CS team.
• Monitor service quality and provide feedback for improvement.
• Ensure accurate communication of promotions and campaigns.
• Manage urgent situations like system outages or spikes in complaints.
• Prepare daily and weekly operational reports.

Requirements

• High school diploma or equivalent.
• Fluent in English (spoken and written).
• Customer service experience preferred.
• Strong problem-solving and communication skills.
• Proficient with computers, Microsoft Office, and Google Workspace.
• Typing speed ≥ 60 WPM.

Benefits

• Full-time, WFH, shift schedule (Morning/Night).
• 12-hour shifts, 6 working days, 2-hour break per day, 1 day off per week.
• Paid Time Off, holiday pay, sick leave (20 days), annual leave (14 days prorated), unpaid leave (30 days).
• Allowances
• Performance review twice a year
• Opportunities for training and career growth
• Fast-paced, supportive work environment

Working Hours

• Rotating Shift schedule:
• Morning shift: 08:00 AM – 08:00 PM (Local time)
• Night shift: 08:00 PM – 08:00 AM (Local time)
• Must be available for overtime in case of emergencies.

Job Type: Full-time

Pay: E£40,000.00 - E£45,000.00 per month