Customer Care Supervisor

TehranOperation

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.

Requirements

  • 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.

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