Customer Service Team Lead

Key Responsibilities:

Team Leadership & Supervision

• Lead, motivate, and mentor a team of customer service representatives.
• Monitor daily operations, manage schedules, and ensure team productivity.
• Conduct regular performance reviews and provide actionable feedback to team members.

Customer Support & Issue Resolution

• Handle escalated customer inquiries, complaints, and complex cases.
• Ensure prompt and effective resolution of customer issues while maintaining a positive experience.
• Provide guidance to the team on challenging customer interactions.

Performance Monitoring & Reporting

• Track team performance metrics, including response times, resolution rates, and customer satisfaction.
• Prepare and present reports with insights and improvement recommendations to management.

Process Improvement & Operational Efficiency

• Identify areas for operational improvement and implement strategies to enhance service quality.
• Ensure compliance with company policies, procedures, and customer service standards.
• Collaborate with other departments to streamline processes and resolve cross-functional issues.

Training & Development

• Onboard and train new team members on customer service protocols, products, and tools.
• Conduct ongoing training to develop team skills and knowledge.

Customer Experience & Relationship Management

• Foster a customer-centric culture within the team.
• Collect feedback from customers and team members to continuously improve service quality.
• Support initiatives that enhance customer satisfaction, loyalty, and brand reputation.

Qualifications & Skills:

• Bachelor’s degree in Business, Communications, or related field (preferred).
• 3–5 years of experience in customer service, with at least 1–2 years in a leadership or supervisory role.
• Excellent communication, problem-solving, and interpersonal skills.
• Proficiency with CRM systems, MS Office, and other customer service tools.
• Ability to manage a team, handle pressure, and maintain a positive attitude.
• Strong organizational skills and attention to detail.

What We Offer:

• Competitive salary with performance-based incentives
• Health and wellness benefits
• Opportunities for career growth within Dermatouch
• A positive, collaborative, and supportive work environment