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
