Posted:1 day ago|
Platform:
Work from Office
Full Time
We are seeking a highly motivated and experienced individual to join our team as a Team Lead in the Customer Service department. The ideal candidate will have 2-3 years of experience in customer communications and a proven track record of leading a team to success. This role requires strong leadership skills, excellent communication abilities, and a passion for providing exceptional customer service.
Roles and Responsibilities:
- Managing Shrinkage, Attrition, Service Level, Performance Management, Driving ACHT, Abandons, CPA/CPH, C-SAT for their respective Teams
- Lead a team of customer service representatives to ensure high levels of customer satisfaction
- Monitor team performance and provide coaching and feedback as needed
- Develop and implement strategies to improve customer service processes and procedures
- Handle escalated customer inquiries and complaints in a professional and timely manner
- Collaborate with other departments to address customer issues and improve overall customer experience
- Conduct regular team meetings to discuss goals, performance metrics, and best practices
- Assist in recruiting, training, and onboarding new team members
Qualifications:
- Bachelor's degree in Business Administration or related field
- 2-3 years of experience in a customer service role, with at least 1 year in a leadership position
- Excellent communication and interpersonal skills
- Strong problem-solving abilities and attention to detail
- Proficiency in Microsoft Office and customer service software
- Ability to work in a fast-paced environment and handle multiple priorities simultaneously
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