Customer Service Team Lead

Role Title

Team Leader – Customer Service

Role Purpose

The role of TL is to oversee the daily operations of the customer service team, focusing on achieving performance targets and enhancing customer satisfaction. This role involves leading and motivating team members, conducting training and coaching sessions, and analyzing performance metrics to drive continuous improvement. The Team Leader also collaborates with other departments to ensure seamless customer experience while ensuring compliance with health, safety, and corporate responsibility standards

Key Accountability Area

1. People Management

• Lead and empower the team through effective communication and leadership to enhance customer and employee satisfaction.

1. Effective Communication

• Set and monitor clear performance goals and service standards.
• Facilitate team meetings, ensure timely information sharing, and report potential customer losses.

1. Coaching and Performance Management

• Conduct regular coaching and provide immediate feedback to drive customer satisfaction.
• Analyse performance data and conduct annual appraisals, promoting accountability and service ownership.

1. Employee Development

• Implement training and development plans to upskill employees.
• Identify high-potential staff for leadership roles to support succession planning.

1. Customer Satisfaction & Retention

• Foster a customer-centric culture by implementing initiatives that enhance loyalty and retention.
• Coach staff on customer feedback principles and ensure quality monitoring aligns with service expectations.

1. Resource Management

• Optimize employee schedules to meet service levels, providing real-time feedback on staffing needs.
• Report and resolve equipment issues promptly to maintain operational efficiency.

1. Corporate Responsibility and Health & Safety

• Ensure compliance with health, safety, and environmental standards, supporting their effective implementation in daily operations.

1. Customer Experience

• Drive initiatives that enhance customer experience, modelling behaviours that deliver exceptional service in line with market trends.
• Encourage adherence to best practices through continuous coaching and support.

Reports to

Zonal Customer Service Manager

No. of Reportees

CSA & CSE (KASE / SASE)

Qualification

Bachelor’s degree in business administration, Logistics, Supply Chain Management, or a related field. A master’s degree or relevant certification (such as Six Sigma, Lean Management) is a plus.

Work Experience

5 to 7 years of relevant experience in customer service within logistics or a related industry

Technical Competencies

1. Performance Management

• Ability to set, monitor, and evaluate key performance indicators (KPIs) for team members and overall service delivery.

1. Coaching and Development

• Expertise in conducting effective coaching sessions and performance appraisals that focus on skill enhancement and customer satisfaction.

1. Communication Skills

• Proficient in conveying information clearly and effectively across various channels, facilitating team discussions, and addressing service issues.

1. Data Analysis

• Strong analytical skills to interpret performance data, customer feedback, and operational metrics to drive improvements.

1. Customer Relationship Management

• Knowledge of customer service principles and practices, with the ability to foster strong relationships and address customer needs proactively.

1. Resource Optimization

• Capability to manage schedules and resources efficiently to meet service levels and operational demands.

1. Health & Safety Compliance

• Understanding of corporate responsibility, health, and safety standards, ensuring adherence in all operational aspects.

Behavioral Competencies

• Leadership

• Inspires and motivates the team, fostering a positive work environment that encourages collaboration and high performance.

• Adaptability

• Demonstrates flexibility in response to changing market conditions and operational challenges within the logistics sector.

• Empathy

• Shows genuine concern for employee and customer needs, promoting a culture of support and understanding.

• Problem-Solving

• Proactively identifies issues and implements effective solutions, ensuring continuous service improvement and customer satisfaction.

• Accountability

• Takes ownership of team performance and customer outcomes, encouraging team members to do the same.

• Integrity

• Upholds ethical standards and corporate values, promoting transparency and trust within the team and with customers.

• Resilience

• Maintains composure and effectiveness in high-pressure situations, encouraging the same in team members.