Customer Support Team Leader

Job Summary

We are seeking a motivated and experienced Customer Service Team Leader to oversee our customer service team. The ideal candidate will be responsible for ensuring high-quality service delivery, fostering a positive team environment, and driving performance improvements. This role requires excellent communication skills, strong leadership capabilities, and a passion for delivering exceptional customer experiences.

Key Responsibilities

• Team Leadership:

  • Supervise and support a team of customer service representatives.

  • Provide coaching, training, and performance feedback to team members.

  • Foster a positive and collaborative team environment.

• Customer Support:

  • Handle escalated customer inquiries and resolve issues promptly.

  • Ensure the team adheres to company policies and service standards.

  • Monitor and maintain high levels of customer satisfaction.

• Performance Management:

  • Track team performance metrics and report on progress.

  • Identify areas for improvement and implement strategies to enhance service delivery.

  • Conduct regular team meetings to discuss performance, goals, and best practices.

• Process Improvement:

  • Collaborate with management to develop and refine customer service processes.

  • Gather feedback from team members and customers to identify opportunities for improvement.

  • Implement new tools and technologies to enhance team efficiency.

• Training and Development:

  • Assist in onboarding and training new team members.

  • Provide continuous learning opportunities and resources for staff development.

1. Education:

   • Bachelor’s degree in Business Administration, Communications, or a related field (preferred).

2. Experience:

   • Minimum of 3 years of experience in customer service, with at least 1 year in a leadership role.

   • Proven track record of managing a team and driving performance improvements.

3. Skills:

   • Excellent interpersonal and communication skills.

   • Strong problem-solving abilities and decision-making skills.

   • Proficient in customer service software and Microsoft Office Suite.