Customer Experience Manager
2 months ago
Community Phone Egypt is a rapidly growing startup, expanding at a rate of 500% per year. Our primary challenge is ensuring that every sales call meets our high standards of excellence. We measure pitching and listening skills, rapport-building skills, accurate data entry into our CRM and billing systems, and more.
About YouYou have a proven track record in sales and systems. You cannot tolerate anything less than exceptional customer interactions. You know how to measure and create systems that help you continually improve, taking yourself out of the process and putting evolving pieces into the system. You are a builder at heart, and you thrive in complex challenges with many moving parts.
What You'll Do- Monitor inbound and outbound calls and chats, evaluating agents' performance on quality of service and creating reports using our evolving quality score.
- Own the CRM and Billing System hygiene, ensuring overall data quality related to sales.
- Provide actionable insights to management and reps on what impacts sales and what impacts churn.
- Conduct live coaching and shadowing sessions to improve rep performance and deliver feedback and training.
- Train new reps on the product, pricing, script, and systems.
- Track performance on a team and individual level.
- Handle systems issues as needed.
We're looking for someone who has done this before or has significant experience in a similar role. If you're up for the challenge, we'd love to hear from you.
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