Customer Service Team Leader
Customer Service Team Leader
Posted on :
15-10-2024
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Job Description
Responsibilities
- Team Leadership: Manage and lead a team of Customer Support Specialists ensuring high levels of team performance and customer satisfaction.
- Training & Development: Conduct training sessions for new hires and provide ongoing training and development for team members.
- Performance Management: Monitor team performance against company KPIs and SLAs; provide regular feedback coaching and oneonone sessions to improve individual and team performance.
- Quality Assurance: Oversee the quality of customer interactions ensuring all team members adhere to company guidelines and communication standards.
- Issue Escalation: Act as the first point of contact for escalated customer issues; resolve complex problems that require a deeper level of customer understanding and discretion.
- Reporting: Generate reports on team performance customer feedback and service issues to provide to the management team for strategic planning.
- Scheduling: Manage team schedules to ensure full coverage 24/7 including weekends and public holidays.
Candidate requirements
- Minimum of 35 years in customer service with at least 2 years in a leadership role preferably in the eCommerce industry.
- Strong leadership and people management skills; proficient in Zendesk and other CRM software; exceptional communication and conflict resolution skills.
- Exceptional verbal and written communication skills for English language
- Proactive resultsoriented with a high degree of initiative and independence.
- Strong computer skills proficiency navigating multiple websites and platforms.
- Versatility flexibility and willingness to work within constantly changing priorities.
- Strong attention to detail recognizing the importance of accuracy
- Experience managing multiple tasks across various channels
- Effective at problemsolving negotiation and resolving conflicts in a constructive manner
- Maintains a customerfocused approach even under pressure
- Flexible availability willing to work a rotating schedule
- Collaborative team player with the ability to work independently
Candidate Qualifications
- Education: Bachelors degree in business administration Communication or a related field.
- Experience in Retail/eCommerce Domain
- Lean Six Sigma/SIPOC/Kaizen training
- Amenable to work in Cebu
Remote Work :
No
Employment Type
Full Time
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