Customer Care Supervisor

We are looking for a Customer Care Supervisor to direct and shape the curricula and producing processes for contact center agents and supervisors.

Responsibilities:

• Making the best experience for Divar's users by solving problems, answering questions and investigating complaints and pain points.
• Identifying customer needs proactively, making suggestions and providing and executing action plans to fulfill them.
• Developing service procedures, policies and standards.
• Analyzing relevant data to determine customer service outputs.
• Improving customer service quality results by studying, evaluating, and re-designing processes, establishing and communicating service metrics, monitoring and analyzing results.
• Analysis of users’ problems and offering solutions to product managers to improve product UX.
• Working closely with other departments to ensure customer satisfaction.

• Listening skills, to understand exactly what customers require.
• Problem-solving skills.
• Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
• Ability to prepare deliverables and reports accurately within proper time.
• Communication skills that allows to inform, help and advise customers clearly and to liaise effectively with other involved professionals.
• Confidence, patience, politeness, tact and diplomacy, when dealing with difficult situations.
• Creative thinking, to be able to come up with new ideas to improve customer service standards.
• Organizational and planning skills to develop customer service policies.

• 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