Customer Service Team Leader

Roles & Responsibilities:

Recruit, train, and mentor customer service representatives.

Set performance goals and track team performance.

Provide regular feedback and coaching to team members.

Address employee issues and concerns.

Handle escalated customer complaints and issues.

Develop and implement strategies to improve customer satisfaction.

Analyze customer feedback and identify areas for improvement.

Monitor customer service metrics and identify trends.

Identify and implement process improvements to enhance customer service efficiency and effectiveness.

Develop and maintain customer service procedures and guidelines.

Ensure adherence to company policies and procedures.

Communicate effectively with customers, team members, and other departments.

Collaborate with other departments to address customer issues and improve the overall customer experience.

Investigate and resolve complex customer issues.

Develop creative solutions to customer problems.

Escalate issues to appropriate personnel when necessary.

Implement strategies to improve customer retention.

Identify and address customer churn.

Build strong customer relationships.

Minimum Requirments:

Diploma in business-related courses or related field

4-5 Years working experience in customer service building and supervising a teams.

Proven customer support experience or experience as a Client Service Representative

Track record of achieving targets

Strong phone contact handling and active listening skills

Familiarity with CRM systems will be added advantage

Industries:Human Resources

Function: Others