Customer Service Team Lead

Lead, mentor, and develop a team of customer care representatives to ensure quality service. Handle complex or escalated customer inquiries and complaints efficiently and professionally. Develop and implement customer service policies, procedures, and standards. Monitor and analyze customer feedback and key metrics to identify trends and areas for improvement. Collaborate with internal teams (e.g., sales, product, logistics) to address and resolve customer issues. Recruit, train, and continuously upskill the customer care team. Implement tools and technologies to streamline customer support processes. Prepare regular reports on customer satisfaction, issue resolution times, and team performance. Ensure compliance with company policies and regulatory requirements related to customer service.