Customer Care Supervisor

If you enjoy taking care of more than 20 million users and dealing with various challenges they have while using our product, you are very welcome to join the Customer Care team at Divar. Here you can drive quality, productivity, and process improvement and keep pace with our fast-growing products


Responsibilities

Your responsibility as Customer support includes, but is not restricted to:

  • Planning and leading your team of agents to help them achieve their objectives.
  • Developing, coaching, mentoring, training, reviewing, and documenting performance to ensure team performance efficiency.
  • Designing and continuously updating customer support procedures to get maximum customer satisfaction while maintaining a fair balance of customer expectations and business needs.
  • Running root cause analysis, coordinating with product teams, and on-time reporting about product failure and insights from the customer side.
  • Finding out about customers’ pain points and documentation of customer service department activities.
  • Creating content for customer knowledge-base to train users and support agents.
  • Resolving complex and urgent issues with fast execution while maintaining a fair balance of customer expectations and business needs.
  • Preparing reports by collecting, analyzing, and summarizing data trends;by using maintaining daily, weekly, and monthly service statistics.
Requirements
  • Strong problem solving and decision-making skills.
  • Strong communication skills.
  • Detail-oriented and ability to maintain a critical eye, as well as being able to work quickly & efficiently.
  • Advanced aptitude with spreadsheets and database technologies.
  • Affinity for technology and data.
  • Familiar with process design and driving process improvements.
  • Team-oriented, but self-sufficient.
  • Self-motivated, passionate, and hardworking.
Benefits
  • Flexible working hours.
  • Stock options for all employees.
  • A dynamic working environment with a culture that is open, innovative and performance oriented.
  • Supplementary health insurance.
  • Various on-site entertainments.
  • Competitive salary package.