500 موظف أو أكثر · الاستثمار والضمانات والصناديق المالية
أنشئ تنبيهًا وظيفيًا للوظائف المشابهة
الوصف الوظيفي
Ready to be part of one of the Market Leaders in Egypt? Apply now!
Raya Auto; one of Raya’s subsidiaries is hiring a Customer Support Supervisor
What will you do?
Oversee and resolve high-priority escalations and complex customer complaints to ensure customer satisfaction.
Monitor team productivity and ensure compliance with service level agreements (SLAs), average handling time (AHT), abandoned calls (Abd. Calls), and first call resolution (FCR).
Analyze agent performance metrics and compile detailed reports for the CRM Section Head, offering insights and recommendations for improvement.
Conduct call quality monitoring to maintain consistent service excellence and identify opportunities for coaching and development.
Define and communicate performance expectations, including schedule adherence, productivity targets, break management, and handling exceptions.
What will you need?
Bachelor’s degree in any related field
Minimum 2-3 years of experience in customer service, support or any similar role.
Familiarity with CRM systems
Proficiency in Microsoft office Suite
What is unique about Raya?
Are you an eager learner? Raya believes in its employees, so we aim to continuously provide learning & development plans for all of our employees to ensure their personal and career development.
Are you looking for career progression? Raya is an entity where you can grow whether horizontally or vertically as we offer internal transfer opportunities.
Are you looking for a rewarding environment? Raya's top achievers are awarded annually with an international 5 days trip.
Are you looking for an opportunity to give back to the community? Raya encourages their employees to give back to the community through different ongoing CSR programs and initiatives.
Are you a foodie? Exclusive discounts for Raya employees at Raya’s Restaurants (Ovio, Jones The Grocer, The Lebanese Bakery, and Loris).
