Responsible of the call center operation in terms of knowledge and application update.
following the call center operation technical setup in terms of application and communication setup.
Provide training to the call center staff on new/updates products and application.
Monitoring call center KPIs to track all operation performance related quality, service level, and handling time.
Ensure call center staff quality by Observing 20 calls per week (Monitoring & Mistry Calls)– and whenever there’s new promotions/ campaign.
Responsible of preparing the product information shared with GB Auto customers through the call center and assure the right delivery of these information through conducting test calls.
Build reports on all activities running at the call center and assure that all reports are delivered to BU on agreed service levels.
Running all in-house research at the call center, make sure of the understanding of research objectives and preparing the platforms will be used to run this research to support the business to have understanding of customers’ profile and satisfaction, and competition monitoring.
Ensure compliance with all policies and procedures and a satisfactory audit review.
Scheduling marketing campaigns’ SMS.
Running and scheduling monthly reminders to after sales maintenance.
Supporting Marketing department with all needed reports and analysis on campaigns and activities running at the call center.
Align with all BU have running operations at the call center, to ensure that all business process and product updates impacts customers are reflected at the call center.
متطلبات الوظيفة
Bachelor’s Degree in Business Administration, or equivalent degree.
GB Auto (Ghabbour) is Egypt’s leading automotive company with a dominant position in the Egyptian market with the largest market share in Passenger Cars in Egypt and with ongoing expansion plans in the Middle East region with existing presence in more t
