Customer Service Leader
7 days ago
At lxbfYeaa, we are seeking a highly motivated and experienced individual to join our team as a Customer Service Supervisor.
About the Role
The successful candidate will be responsible for leading and motivating a team of customer service representatives, ensuring exceptional customer service delivery and continuous improvement. You will be responsible for managing team performance, reporting customer interactions, and implementing new initiatives.
Main Responsibilities
- Manage all operational aspects of a customer service team, including staff scheduling, performance metrics, and attendance.
- Motivate and lead the team to achieve individual and team goals through coaching, training, and performance feedback.
- Ensure adherence to break schedules, shift start/finish times, and call volume forecasts to maintain service levels.
- Provide ongoing support and coaching to individual team members to improve customer communication skills and meet quality standards.
- Foster a culture of customer-centricity by acting as a role model, championing customer needs, and escalating feedback for continuous improvement.
- Ensure team understanding and compliance with customer service systems and processes to effectively resolve customer inquiries.
- Create a positive and productive work environment through initiatives that boost motivation, morale, and employee retention.
- Manage customer interactions, ensuring proper communication and appropriate escalation of service failures.
- Maintain a two-way flow of communication within the team, relaying information effectively from management and collecting team feedback.
- Handle escalated calls and outbound calls to customers as needed, ensuring timely and satisfactory resolution of complaints.
- Generate accurate reports from the Customer Management System (CMS) to track customer journeys and identify areas for improvement.
- Champion first-class customer service within the team, actively engaging in the roll-out of new customer service initiatives.
- Effectively communicate changes in customer policies, processes, and services, ensuring the team is well-informed and adapts positively.
- Undertake additional tasks as assigned by the Contact Center Manager.
Qualifications and Skills
We are looking for an individual with the following qualifications and skills:
- Bachelor's degree or relevant qualification
- 8+ years of experience in customer service or service desk roles
- Experience in delivering exceptional customer service
- Excellent verbal and written communication skills
- Ability to lead, inspire, and motivate a team
- Strong accountability, taking ownership of personal, team, and departmental results
- Ability to build teamwork and collaboration
- Proficient in working under pressure and meeting deadlines
- Excellent planning, prioritization, and organizational skills
Benefits
- Competitive salary and benefits package
- Opportunity to lead and develop a high-performing team
- Be part of a team dedicated to providing exceptional customer service
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