Report For:
Customer Care Manager
Coordinates with :
Customer Care, Compliance Managers, CRM and Engagement Teams, IT Department
Performance Excellence Support Coordinator-EGYPT
Elevate Our Service—Lead Excellence in Customer Experience!
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General objective of the job
As the Performance Excellence and Department Training Coordinator at Kemedar, you will spearhead initiatives to enhance customer service strategies across various operational facets, including Customer Care, Engagement, CRMs, and Compliance. Your role is crucial in ensuring Kemedar becomes the most customer-centric real estate portal in the Middle East, by integrating best practices, quality management, and continuous improvement into all customer interaction processes.
Most Important Soft Skills:
- Analytical Skills: Utilize data-driven approaches to assess, enhance, and report on customer service quality and performance.
- Leadership and Team Collaboration: Work closely with department managers and team members to integrate best practices and optimize customer service workflows.
- Communication Skills: Communicate effectively across all levels of the organization, facilitating training, reviews, and feedback sessions that drive performance.
- Strategic Thinking: Develop and implement strategic improvements based on operational data, customer feedback, and industry trends.
- Adaptability and Problem-Solving: Quickly adapt to new technologies and challenges, solving problems efficiently to maintain high service standards.
Organizational Relations
Main Duties of The Job
- Identify and implement customer service strategies that enhance operational efficiency and customer satisfaction.
- Master all functions within the operations to make informed judgments during performance reviews.
- Partner with department managers to understand their processes and establish best practices for customer interactions.
- Develop and maintain quality management frameworks, leveraging tools like Stella Connect and Zendesk to measure and enhance service quality.
- Conduct periodic performance reviews for customer experience agents based on established Quality and Performance Management Systems.
- Create training materials, and coordinate the development and execution of training programs that elevate team competencies.
- Analyze performance data to identify trends and training needs, producing regular reports for management.
- Facilitate calibration sessions to ensure consistent service quality and performance evaluations.
- Serve as the primary system administrator for quality assurance tools, ensuring their optimal functionality and alignment with team needs.
- Update and maintain help center content in collaboration with CX team leaders, ensuring all information is current and accurate.
- Lead cross-functional teams for new product introductions and process changes, ensuring comprehensive documentation and smooth rollout.
We expect that you have..!
Education
Bachelor’s degree in Business Administration, Information Technology, Computer Science, Commerce, or related field.
Experience
Minimum 2 years in contact center operations, with extensive experience in quality performance monitoring and customer service training.
Language
Fluent in English is Must
Computer Skills
Proficiency in Zendesk, Telephony solutions, and quality monitoring tools like Stella Connect. Strong capabilities in MS Office and Google Suite.
Personality
Proactive, leadership-oriented, strong problem solver, and highly adaptable to dynamic environments.
Personal Skills
Excellent interpersonal and communication skills, with a proven track record in team leadership and training.
It will be nice if you have...
Certification
Certifications in customer service management, quality assurance, or related fields are beneficial.
Specialized computer skills
Like apps of business management as Odoo, Bulk emailing, Accounting systems,...etc
Good connections
If you have good connections to business key persons in real estate industry and investors
Important Links:
To know why you should join Kemedar team, Click here
To know Our HR strategy and Plan, Click here
To know The Key Role of Employees in Building a Stronger Kemedar Company, Click here
To know more details about Vested stock Option, Click here
To know more details about Kemecoin, Click here
To know list of All vacant Jobs now, Click here.
To Submit General Employment Form, Click here. So it will be faster and easier to get your interview
Desired Experience:
Courses in Education, E-commerce, Information technology, or related field
Three years previous experience as a Client trainer, corporate training specialist, or related position
In-depth skills in training & coaching development, delivery, and methodology (Digital & Face-to-Face)
Strong analytical and presentation skills
Strong soft skills (e.g. communication, social, persuasiveness, self-management, willingness, creativity, customer orientation, intercultural awareness, etc.)
Able to multitask, prioritize and manage time efficiently
Excellent verbal and written communication skills (English and Arabic)
Ability to manage a full training session, including in-person activities and web-based learning.
Good knowledge of digital marketing and real estate business is a plus
Excellent knowledge of using CRMs
Aptitude and desire to learn new tools and techniques quickly
What We Offer
Environment
Very good environment for work of creative & co-operative people
Vested Stock Option
to be owner and share holder of the company you work for is not hard. Check details here
Work Promotion
Good opportunity for motivated people to promote their work
Vested Stock Options
Join our team and build a future with us! We are currently seeking talented individuals to join our company. Not only will you have the opportunity to work with a dynamic team, but you will also be eligible for vested stock options. Apply now and take the first step in building a rewarding career with us.
Our vested stock option program is a great way for employees to have a stake in the success of the company. By participating in this program, eligible employees have the opportunity to purchase company stock at a discounted price and receive additional shares over time. This program is a valuable benefit for those looking to grow their personal wealth and invest in their future with our company
Our vested stock option plan is designed to provide our employees with a sense of ownership in the company and align their interests with those of the shareholders. By participating in this plan, you will be able to purchase company stock at a discounted price and have the opportunity to earn shares over time through your contributions to the company's success. We believe that this plan is an important way to reward and retain top talent, and we are committed to supporting our employees through this program
For full details and plan, kindly check this
What's great in this job?
- Great team of smart people, in a friendly and open culture
- No dumb managers, no stupid tools to use, no rigid working hours
- No waste of time in enterprise processes, real responsibilities and autonomy
- Expand your knowledge of various business industries
- Create content that will help our users on a daily basis
- Real responsibilities and challenges in a fast evolving company
Our Websites
- www.kemedar.com
- www.kemetro.com
- www.kemereit.com
- www.kemecademy.com
- www.kemenews.com
- www.kemmeta.com
- MORE