Customer Support Supervisor
Job Description
Raya Auto; one of Raya’s subsidiaries is hiring a Customer Support Supervisor 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.
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
learning & development plans for all of our employees to ensure their personal and career development. Are you looking for
career progression Are you looking for a
rewarding environment CSR programs and initiatives.
Exclusive discounts for Raya employees at Raya’s Restaurants (Ovio, Jones The Grocer, The Lebanese Bakery, and Loris).
Skills
Strong verbal communication skills along with active listening. Result Orientation Operational Awareness Customer Centricity
Job Location Cairo, Egypt Job Role Customer Service and Call Center Years of Experience Min: 2 Max: 5
