Overview
Customer operations team manager Jobs in Cairo, Cairo, Egypt at Homzmart
Title: Customer operations team manager
Company: Homzmart
Location: Cairo, Cairo, Egypt
Company Description
Homzmartis an end to end community that connects home professionals with homeowners who can browse home designs, furniture, accessoriesand products and also can find reviews, referring professionals, take advice from professionals and read articles about home improvement.
Job Description
Train, mentor, and coach customer service and operations team members.
Set performance goals, monitor progress, and provide regular feedback.
Foster a positive, collaborative team culture with open communication.
Conduct team meetings and one-on-ones to align goals and resolve challenges.
Manage scheduling to ensure proper coverage.
Develop and enforce customer service standards and procedures.
Monitor interactions to ensure high service quality and consistency.
Resolve escalated issues quickly and professionally.
Analyze customer feedback to identify trends and improve service.
Promote a customer-first mindset across the team and company.
Oversee order fulfillment and coordinate with logistics and warehouse teams.
Monitor orders to prevent or resolve delays.
Streamline returns, exchanges, and refunds processes.
Collaborate with product and merchandising teams for accurate product info.
Identify and implement ways to improve workflows and reduce costs.
Work with sales, marketing, product, and logistics to enhance customer experience.
Share customer insights to guide product and service improvements.
Support cross-functional initiatives and projects.
Leverage CRM tools and tech to optimize customer interactions.
Define and track KPIs to measure team and operational performance.
Prepare regular reports for leadership review.
Stay updated on customer service and e-commerce best practices.
Encourage ongoing team training and skill development.
Qualifications
Bachelor’s degree in Business Administration, Management, or a related field.
Proven experience (typically 3-5+ years) in customer service or operations, with at least 2 years in a leadership or management role within an e-commerce environment.
Strong understanding of e-commerce operations, order fulfillment processes, and customer relationship management principles.
Excellent leadership, coaching, and team-building skills.
Exceptional communication, interpersonal, and problem-solving skills.
Strong analytical and data-driven decision-making abilities.
Proficiency in using CRM systems and other customer service software.
Ability to work effectively in a fast-paced and dynamic environment.
Strong organizational and time management skills with the ability to prioritize and manage multiple tasks.
Fluency in English and Arabic