Customer Service Team Lead

Job Description

Job Responsibilities: 1. Taking ownership of the technical problems related to company products and solutions received from company hotline, live chat and other channels in countries & regions, research, diagnose, troubleshoot and identify solutions to resolve the issues. 2. Following standard procedures for proper escalation, coordinate and pull through internal and external resources to provide continuous follow-up until the difficult technical assistance requests closed. 3. Able to independently write technical debugging manuals, documents to share experience, and be able to conduct technical training and experience sharing. 4. Responsible for the daily management of local customer service personnel and performance evaluation of customer service staff. 5. Weekly/monthly submission of local customer service levels and key issues to the sales team and headquarters after-sales, including metrics such as hotline response rate and customer satisfaction; 6. If necessary, assist in visiting key clients, organize client needs and suggestions, and escalate unresolved issues to headquarters in a timely manner.Role & responsibilities Preferred candidate profile