Senior Lead Customer Service
Senior Lead Customer Service
Posted on :
17-10-2024
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Job Description
Requirements:
- Bachelors or Masters degree in Business Administration Customer Service or related fields.
- Minimum 810 years of experience in customer service with at least 5 years in a leadership role.
- Proven track record of managing and improving customer service operations.
- Strong leadership and communication skills excellent problemsolving abilities and experience with customer service software/tools (e.g. Contegris).
- Exceptional leadership and team management skills.
- Strong analytical and decisionmaking abilities.
- Excellent communication and interpersonal skills.
- Ability to handle pressure and resolve conflicts effectively.
- Strategic mindset with the ability to align customer service efforts with business goals.
- A customerfirst mindset with the ability to advocate for both the customer and the business.
- Strong knowledge of customer service best practices and emerging trends.
Responsibilities:
- Develop and implement customer service strategies that align with the companys objectives.
- Set and monitor customer service performance goals and KPIs to ensure high SLA.
- Lead mentor and motivate the customer service team to maintain excellent customer relationships.
- Recruit train and develop a highperforming customer service team.
- Conduct performance evaluations and provide coaching to improve team members skills.
- Foster a customerfocused culture encouraging collaboration and teamwork.
- Oversee customer inquiries complaints and feedback ensuring timely and effective resolution.
- Analyze customer interactions and feedback to identify areas for improvement.
- Implement new processes and tools to improve response times and overall customer satisfaction.
- Manage customer service operations including call centers Chat support Outbound and balance teams.
- Ensure that processes are efficient costeffective and scalable to meet growing demands.
- Establish and maintain servicelevel agreements (SLAs) and internal quality standards.
- Collaborate with other departments (Sales Product Marketing) to ensure a seamless customer experience.
- Act as the voice of the customer within the company providing insights and recommendations for service or product improvements.
- Monitor and report on customer service metrics and performance data to leadership.
- Use datadriven insights to make decisions and improve customer service processes.
- Handle complex or escalated customer service issues ensuring satisfactory outcomes for all parties.
- Develop protocols for managing customer crises and highpressure situations.
- Stay updated on the latest trends in customer service and implement best practices.
- Lead initiatives for continuous process improvements ensuring the team adapts to evolving customer needs.
Remote Work :
No
Employment Type
Full Time
Key Skills
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