Customer Service Team Leader

Job Description

JOB DESCRIPTION

• Provide day-to-day support, subject matter expertise, and real-time coaching for Customer Service Representatives, motivating and supporting the team to resolve customer concerns
• Stay present and available for the broader Customer Service team, including monitoring communications, answering questions, and providing real-time feedback
• Oversee the team to drive productivity through contact prioritization via queue management and adherence monitoring
• Provide interval updates to the team, sharing hourly progress versus SLA targets
• Navigate and resolve financial transactions and support vendor communications required to resolve customer concerns
• Serve as the first line of defense for escalations for the broader Customer Service team
• Stay up-to-date about the knowledge base for products, services, and policy details and updates by reviewing the Customer Service knowledge base, as well as training updates
• As time permits, support answering email and other contacts support ad hoc projects, such as Training and Quality Assurance support
• In partnership with your Customer Service Team Supervisor, responsible for Quality Assurance, CSAT, and Productivity for your team
• Promote a positive and friendly environment supporting good morale and cooperation

Job Details

Employment Types:

Full time

Industry:

Retailing

Function:

IT , Engineering – Chemical , Customer Service / Call Centre / BPO

Roles:

Supervisor / Team Lead , Customer Service Executive (Voice) , Team Leader / Technical Leader

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