Team Leader - Call Center

About the role

The Call Center Team Leader oversees the work of call center agents so that customer queries are handled effectively and professionally while maintaining strong customer relationships. The role also takes the initiative to resolve customer complaints by understanding them and routing them to the relevant department head in a timely way.

Key responsibilities

• Ensure all calls are answered within set time limits and handled professionally by the agents
• Manage service requests and change requests for the client
• Investigate and resolve customer problems and respond promptly to customer needs
• Follow up with customers by telephone and e-mail and compile customer requirements from meetings, calls, direct mail and other sources
• Solicit and analyse customer feedback to measure satisfaction and build customer interest in the business
• Maintain and update customer databases and follow up on client calls, including clerical tasks such as faxing and paperwork
• Aim for the highest level of customer satisfaction and growth in company sales

Required profile

• Bachelor's degree
• 5-7 years of experience in a similar position at a well-known company
• Excellent oral and written communication in English and Arabic
• Knowledge of car rental business functions and operating procedures
• Customer service orientation, pleasant and friendly, with strong interpersonal skills and self-control
• Ability to handle job stress, angry callers and upset customers, and to write routine reports and correspondence
• Flexibility on working hours

Required skills

• Proficiency in MS Office applications
• Excellent computer skills