Customer Service Supervisor

· Key Responsibilities

o Handle complex or escalated customer complaints.

o Ensure timely and effective resolution of customer inquiries and complaints.

o Analyze customer feedback and service data to identify trends.

o Develop and implement strategies to improve service quality.

o Collaborate with other departments (e.g., sales, logistics, IT) to streamline customer service processes.

o Document customer interactions, feedback, and resolutions accurately.

Compile and present monthly reports on customer complaints, highlighting key trends, root causes, and recommended actions to improve customer satisfaction and service quality

• Bachelor’s degree in any relevant field from a reputable company
• Very good command of written and spoken English is a must.
• from 5 to 7 years of experience of call center and a customer service service is required.
• Strong problem solving and stakeholders management skills.
• Experience in retail or e-commerce in FMCGs is preferrable.
• Ability to create a maintain high customer satisfaction levels.
• Dokki or nearby residents
• Employee social and medical insurance
• SIM card provided
• Annual bonus upon KPIs