Customer Satisfaction Lead

Worood, an international hijab brand is hiring Customer Satisfaction Lead

Responsibilities:

1. Team Oversight and Guidance:

Lead and guide the team to ensure effective performance.

2. Brand Tone Consistency:

Ensure all social media responses align with the brands tone and voice guidelines.

3. Escalation Management:

Handle escalated customer cases promptly and professionally.

4. Customer Retention:

Manage retention-related cases to maintain and improve customer loyalty.

5. Policy Development:

Proactively develop and refine response strategies and policies based on feedback and social listening.

6. Performance Reporting:

Measure and deliver daily KPI reports for team members to track performance.

7. Team Environment:

Foster a healthy, success-driven work environment that promotes collaboration and growth.

Requirements:

Minimum B2 English level (CEFR) for effective communication.

Excellent writing skills with strong attention to detail.

3 years of experience in a leadership position within a related field.

New Cairo

If you are interested, send your CV