Team Leader - Call Center

About the role

Alghanim Industries is looking for a Call Center Team Leader to oversee the work of call center agents so that customer queries are handled effectively and professionally while maintaining strong customer relationships. The role also involves resolving 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 their needs
• Follow up with customers by telephone and e-mail until their needs are met
• Compile customer requirements from meetings, calls, direct mail responses and other sources
• Solicit and analyse customer feedback to measure satisfaction
• Maintain and update customer databases and follow up on client calls, including clerical tasks such as faxing and paperwork
• Build customer interest in the company's offerings and help grow 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, strong interpersonal skills and ability to handle stressed situations, angry callers and upset customers
• Flexibility on working hours

Required skills

• Proficiency in MS Office applications
• Ability to write routine reports and correspondence