Company Description

Gebhaly is an automated company based in Cairo, Egypt that offers a service for purchasing products from various international websites. Customers simply need to copy the item link and follow the easy steps on our website to get the final cost itemized. We handle the purchasing, international shipping, customs clearance, and doorstep delivery. Our fast delivery time, innovative technology, and cross-border services for businesses make us a distinct player in the market.

Role Description

This is a full-time, on-site role as a Customer Support Team Lead at Gebhaly.com. As a team leader, you will be responsible for managing and overseeing the daily tasks of the customer service team. This includes handling customer inquiries, resolving issues and complaints, training team members, and ensuring excellent customer service standards are met.

Responsibilities

•Co-ordinate the activities of the Customer Service agents, provide support and advice to team members.

•Monitor performance and lead the team to achieve key performance indicators (KPIs) and provide an excellent service to customers.

•On-boarding and training new employees.

•Evaluate customer feedback and identify ways to maximize customer satisfaction.

•Ensure that standard operating procedures are documented and maintained.

•Produce written reports when required to do so.

• Answer customer inquiries by telephone and email, plus any other communication channels that are introduced by the company such as live chat and social media.

•Ensure that all relevant delivery information is gathered from customers, including delivery contact and site details.

•Keep the customers advised of any delays as early as possible, Provide proof of delivery when required by customer. •Assist customers when pick errors have occurred, liaising with After Sales as and when required.

•Manage escalated calls and emails from customers which result from an issue with an order or delivery.

• Plan team rotes to make sure that there is sufficient cover at all times.

• Be responsible for updating TMS (Time Management System) with holiday, sickness etc.

• Provide induction and on-going training and coaching of team members.

• Provide development plans and conduct appraisals which encourage employee engagement.

• The ability to contribute to a better working environment for yourself and your co-workers. This includes self-•Flexibility with the departments shift rotation pattern.

Qualifications

• Customer Service Management, Customer Support, and Customer Service skills
• Excellent communication skills, both verbal and written
• Ability to handle customer inquiries and resolve issues
• Strong problem-solving and decision-making abilities
• Leadership and team management experience
• Attention to detail and ability to multitask
• Experience in a similar role or industry is a must
• Fluency in English and Arabic languages