Posted Jun 14, 2023 478 views
The Team Lead Customer Support is responsible for overseeing and managing a team of customer support representatives to ensure the delivery of excellent customer service. This role involves providing guidance, support, and training to the team members, resolving escalated customer issues, and collaborating with other departments to enhance the overall customer experience. The Customer Service Lead plays a crucial role in maintaining high customer satisfaction levels and driving continuous improvement in service quality.
Key Responsibilities:
- Supervise and lead a team of customer service representatives, including their recruitment, training, performance management, and professional development.
- Assign tasks, set performance goals, and provide regular feedback to team members to ensure high productivity and quality of service.
- Handle escalated customer inquiries, complaints, or complex issues that require resolution beyond the scope of front-line representatives.
- Investigate and analyze customer problems, determine appropriate solutions, and ensure timely and satisfactory resolution.
- Monitor and evaluate customer service interactions to ensure adherence to company policies, procedures, and service standards.
- Conduct regular performance evaluations, call monitoring, and audits to identify areas for improvement and provide coaching or training as needed.
- Analyze customer feedback, surveys, and data to identify trends, patterns, and areas for improvement in the customer experience.
- Collaborate with other departments, such as Sales, Marketing, and Product Development, to address customer pain points and implement strategies for enhancing the overall customer experience.
- Stay updated with industry trends, best practices, and emerging technologies related to customer service and incorporate them into service improvement initiatives.
- Prepare regular reports and metrics on customer service performance, including key performance indicators (KPIs), customer satisfaction ratings, response times, and issue resolution rates.
- Analyze data to identify performance gaps, trends, and opportunities for improvement, and make recommendations based on findings.
- Bachelor's degree in business administration, communications, or a related field (or equivalent work experience).
- Proven experience in a customer service or customer support role, with a track record of delivering excellent customer experiences.
- Strong leadership and team management skills, with the ability to motivate and inspire team members to achieve goals.
Job Details
Diversity Inclusion:
Work Environment
Supervisor’s gender:
Percentage of female coworkers:
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