Korek Telecom

Customer Care Back Office Team Leader

Job Overview

Summary

Collaborate closely with the customer care team to deliver comprehensive guidance, assistance, and performance monitoring in order to successfully attain departmental objectives.

Key Responsibilities

– Team Management:

  • Oversee and lead the customer care representatives team within the back office department.
  • Provide clear direction and support to team members, ensuring they have the necessary resources to perform their duties effectively.
  • Conduct regular team meetings to foster communication, share updates, and address any concerns.
  • Perform performance evaluations, offering constructive feedback to team members to facilitate their professional growth.
  • Set team goals, monitor progress, and ensure both individual and team targets are met.

– Operational Efficiency:

  • Ensure the smooth and efficient operation of back-office processes, including data entry, order processing, and documentation.
  • Develop and implement standardized operating procedures to improve productivity and accuracy.
  • Continuously monitor team performance, identifying areas for improvement and implementing measures to optimize efficiency.
  • Collaborate with other departments to streamline processes and enhance the overall customer experience.

– Customer Support:

  • Handle escalated customer inquiries, complaints, and complex issues, ensuring timely and satisfactory resolution.
  • Maintain a high level of product knowledge to effectively address customer concerns and provide accurate information.
  • Monitor customer interactions to identify trends, recurring issues, and areas for service improvement.
  • Cultivate a customer-centric culture within the team, emphasizing the delivery of quality service and ensuring customer satisfaction.

– Training and Development:

  • Provide comprehensive training and onboarding for new team members, equipping them with the necessary skills and knowledge.
  • Conduct regular coaching sessions to support the professional development of individual team members.
  • Stay updated with industry trends and developments, sharing relevant knowledge and best practices with the team.

– Reporting and Analysis:

  • Generate detailed reports on team performance, highlighting key metrics, customer feedback, and trends.
  • Analyze data to identify areas for improvement, propose effective solutions, and implement strategies to enhance performance.
  • Collaborate with management to develop and execute strategies aligned with departmental goals.
Competencies
  • Extensive knowledge of customer service principles and industry best practices.
  • Exceptional verbal and written communication skills.
  • Proven track record in effectively leading and motivating teams to achieve targets.
  • Proficiency in utilizing customer support software and CRM systems.
  • Possesses an analytical mindset, capable of deriving valuable insights from data.
  • Strong problem-solving and decision-making abilities.
  • Demonstrates the capacity to thrive in a fast-paced environment, efficiently managing multiple priorities.
  • Proficient in Microsoft Office applications, including Word, Excel, and PowerPoint.
  • Ability to handle general problems, incidents, and escalations in a timely and appropriate manner.
Language
  • Arabic (required)
  • Kurdish (required)
  • English (required)

 

Number Of Positions
1
Experience
2-5 years of work experience in relevant field.
Education
Bachelor in Business Administration or in a relevant field.
Location
Erbil