Job Overview

Managing the customer service team and coordinating between team members to achieve customer service department targets, as well as analyzing data and financial reports to identify new opportunities and increase revenue. Additionally, providing necessary support to the customer service team to ensure the highest quality standards in service delivery.

Responsibilities

– Establishing and updating the potential client distribution policy as needed.

– Monitoring the client distribution process in the Customer Relationship Management (CRM) system.

– Reviewing case information in the CRM system.

– Evaluating information related to each case and providing customer service representatives with appropriate consultation and financial proposals for each.

– Following up on all registered cases in the CRM system.

– Directing and supervising the customer service team and developing customer service plans to achieve defined goals.

– Analyzing the market and monitoring competitors to identify growth and development opportunities.

– Providing regular reports to management on customer service team performance, achieved customer service goals, and data analysis for appropriate decision-making.

– Providing training and guidance to the customer service team and developing their skills.

– Implementing marketing and customer service strategies and ensuring their effective execution.

– Monitoring the performance of customer service employees by listening to their calls and tracking their performance on the CRM system.

– Assisting customer service staff in closing customer service transactions when necessary.

– Ensuring adherence to the highest standards of communication with clients.

– Answering legal and technical questions from the customer service team.

– Contact potential clients and follow up on the current cases in order to increase customer service productivity.

– Preparing monthly reports on the following: Lost, Contracts, Proposal, Cases, Onboarding.

Qualifications

– A bachelor’s degree in law, business administration, or a related field.

– Minimum of two years of experience in managing a customer service team and achieving customer service targets.

– Excellent organizational skills and very good communication skills in Arabic, Turkish, and English is a plus.

– Proficiency in Ms. Office and Customer Relationship Management (CRM) systems.

– Broad knowledge of the legal services sector is preferred.

– Excellent data analysis and planning skills.