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Customer Service Team Lead

1 week ago

Doha, Baladīyat ad Dawḩah, Qatar lxbfYeaa Full time

**Job Overview**

We are seeking a highly motivated and experienced Customer Service Supervisor to lead our customer service team. This is an excellent opportunity for someone who is passionate about delivering exceptional customer service and leading high-performing teams.

**Key Responsibilities**

  1. Manage all operational aspects of the customer service team, including staff scheduling, performance metrics, and attendance.
  2. Motivate and lead the team to achieve individual and team goals through coaching, training, and performance feedback.
  3. Ensure adherence to break schedules, shift start/finish times, and call volume forecasts to maintain service levels.
  4. Provide ongoing support and coaching to individual team members to improve customer communication skills and meet quality standards.
  5. Foster a culture of customer-centricity by acting as a role model, championing customer needs, and escalating feedback for continuous improvement.
  6. Ensure team understanding and compliance with customer service systems and processes to effectively resolve customer inquiries.
  7. Create a positive and productive work environment through initiatives that boost motivation, morale, and employee retention.
  8. Manage customer interactions, ensuring proper communication and appropriate escalation of service failures.
  9. Maintain a two-way flow of communication within the team, relaying information effectively from management and collecting team feedback.
  10. Handle escalated calls and outbound calls to customers as needed, ensuring timely and satisfactory resolution of complaints.
  11. Generate accurate reports from the Customer Management System (CMS) to track customer journeys and identify areas for improvement.
  12. Champion first-class customer service within the team, actively engaging in the roll-out of new customer service initiatives.
  13. Effectively communicate changes in customer policies, processes, and services, ensuring the team is well-informed and adapts positively.
  14. Undertake additional tasks as assigned by the Contact Center Manager.

**Qualifications**

To be successful in this role, you will need:

  1. Bachelor's degree or relevant qualification.
  2. 8+ years of experience in customer service or service desk roles.
  3. Experience in delivering exceptional customer service.
  4. Excellent verbal and written communication skills.
  5. Ability to lead, inspire, and motivate a team.
  6. Strong accountability, taking ownership of personal, team, and departmental results.
  7. Ability to build teamwork and collaboration.
  8. Proficient in working under pressure and meeting deadlines.
  9. Excellent planning, prioritization, and organizational skills.

**Benefits**

  1. Competitive salary and benefits package.
  2. Opportunity to lead and develop a high-performing team.
  3. Be part of a team dedicated to providing exceptional customer service.

At lxbfYeaa, we pride ourselves on delivering exceptional customer service and creating a positive work environment. If you are passionate about customer service and leading high-performing teams, we encourage you to apply for this exciting opportunity.