Nasoft.eg
At Nasoft, we are hiring a Senior Customer Relationship Management Specialist for a Kuwait online store that offers natural and organic personal care products. This role involves leading a remote customer service team and managing the CRM system to enhance customer experience, streamline communication, and support business growth through automation, data accuracy, and optimized workflows.
Responsibilities :
Supervise and support the remote customer service team to maintain high-quality and timely responses.
Regularly review and enhance response quality and speed.
Step in to handle complex cases that require a more experienced approach.
Continuously review, improve, and implement customer service policies.
Monitor customer satisfaction and develop solutions to improve team performance.
Forecast team needs and suggest improvements in processes, training, and staffing.
Requirements
Minimum 2 years of experience in customer service, preferably in E-Commerce or Service-Based Industries.
Prior supervisory or team leadership experience is a strong advantage.
A customer-centric mindset empathetic, patient, and committed to excellence.
Strong problem-solving skills and the ability to implement and monitor customer service policies effectively.
Supervise and support the remote customer service team to ensure high-quality and timely responses. * Regularly review and enhance response quality and speed.
Handle complex customer cases that require advanced problem-solving.
Continuously improve and implement customer service policies.
Monitor customer satisfaction and develop strategies to enhance team performance.
Forecast team needs and recommend improvements in processes, training, and staffing.
Configure, maintain, and customize the organization’s CRM platform
Manage user access, roles, and security permissions
Nasoft.eg
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