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Customer Care Supervisor - Divar

Marketing and Communications

If you enjoy taking care of more than 20 million users and dealing with various challenges they have while using our product, you have the ability to drive quality, productivity and process improvement and keep pace with our fast growing products, you are very welcome to join Divar Customer Care team.


Responsibilities

Your responsibility as Customer support includes, but is not restricted to:

• Planning and leading your team of agents in order to achieve their objectives.

• Developing, coaching, mentoring, training, reviewing and documenting performance to ensure team performance efficiency.

• Designing and continuously update customer support procedures in order to get maximum customer satisfaction while maintaining fair balance of customer expectations and business needs.

• Root cause analysis, coordination with product teams and on time reporting about product failure and insights from the customer side.

• Finding out about customers’ pain points and documentation pertaining to customer service department activities.

• Creating content for customer knowledge-base in order to train users and support agents.

• Resolving complex and urgent issues with fast execution while maintaining fair balance of customer expectations and business needs

• Preparing reports by collecting, analyzing and summarizing data trends; maintaining daily, weekly and monthly service statistics.

Requirements
  • Strong problem solving and decision-making skills.
  • Strong communication skills.
  • Detail-oriented and ability to maintain a critical eye, as well as being able to work quickly & efficiently.
  • Advanced aptitude with spreadsheets and database technologies.
  • Affinity for technology and data.
  • Familiar with process design and driving process improvements.
  • Team-oriented, but self-sufficient.
  • Self-motivated, passionate and hardworking.

Plus:

  • MBA is a plus
Benefits
  • Flexible working hours
  • Appropriate and on-time payment
  • Stock options for all employees
  • Talented colleagues and interesting work environment
  • Supplementary health insurance
  • Generous low-interest loans to employees
  • Various on-site entertainments