Customer Service Representative (Team Lead)

Office Empire is seeking a highly motivated and experienced Customer Service Representative (Team Lead) to oversee and guide a dedicated team of nine members. The ideal candidate plays a crucial role in managing daily operations of the customer service and sales team, ensuring exceptional customer handling and fostering a productive work environment. This role demands a candidate with strong leadership capabilities who can effectively monitor team performance, delegate tasks, and drive the team towards achieving sales and service targets. Working from the Office Empire location in H-13, Islamabad, the Team Lead ensures smooth communication channels across the team while providing coaching and mentorship to both new and existing members. The candidate takes responsibility for handling escalated customer queries, maintaining discipline within the team, and collaborating closely with management to align operational workflows with business goals. This full-time position operates from 11:00 AM to 8:00 PM, providing an opportunity for talented professionals to contribute to the companys customer service excellence.
Responsibilities

Lead and supervise a team of nine customer service and sales representatives to ensure efficient and effective operations.
Assign daily tasks and set clear expectations while closely monitoring team performance and productivity.
Ensure timely and professional follow-ups with customers, managing relationships to enhance customer satisfaction.
Monitor communication channels including calls and WhatsApp inquiries to guarantee quality customer interactions.
Motivate and guide team members to consistently achieve or exceed sales and service targets.
Handle escalated complaints and complex customer issues with professionalism and timely resolution.
Prepare, analyze, and maintain daily and weekly performance reports for management review.
Coordinate with management to provide insights into team performance and customer requirements for continuous improvement.
Train, support, and mentor new and existing team members to build skills and promote career growth.
Maintain a disciplined, punctual, and professional working environment to maximize team efficiency and morale.
Manage multiple priorities under pressure, ensuring smooth workflow even during peak times.
Use CRM software and record-management tools to maintain accurate customer and team records.