Customer Service Team Lead

Job Description

We are on the lookout for a proactive Customer Service Team Lead to spearhead our customer support initiatives. The ideal candidate will possess strong leadership skills and a passion for delivering unparalleled customer service, driving our team towards achieving key performance metrics.

Responsibilities

• Direct the customer service team, ensuring alignment with company goals.
• Identify training needs and conduct workshops for skill development.
• Oversee customer interactions to ensure quality and consistency.
• Maximise customer satisfaction by implementing best practice solutions.
• Evaluate and improve customer service procedures and protocols.
• Encourage and maintain high morale within the team.
• Assist in recruiting new team members.
• Regularly review team performance and provide constructive feedback.
• Develop strategies to improve customer loyalty and retention.
• Work closely with the management team to achieve business objectives.

Requirements

Education

• Bachelor's degree or equivalent experience in customer service or business

Experience

• 4+ years in customer support including a supervisory role.

Technical Skills

• CRM Systems
• Performance Metrics Evaluation

Soft Skills

• Conflict Resolution
• Team Building

Certifications

• Certified Customer Service Professional (CCSP)

Languages

• English: Fluent

Advantageous

• Experience with agile methodologies: Hands-on experience in customer service projects managed using agile principles.
• Familiarity with social media platforms for customer engagement: Experience leveraging social media for customer service and support.

Benefits

• Attractive salary with annual reviews.
• Generous vacation policy and paid time off.
• Health and wellness benefits.
• Opportunities for professional development and training.
• Social events and team-building activities.

Company Culture

• Diversity and Inclusion: We value diverse perspectives and create an inclusive atmosphere where everyone can excel.
• Employee Recognition: Team members are celebrated for their achievements, fostering motivation and loyalty.
• Continuous Learning: We provide resources and support for ongoing education and skill enhancement.