Customer Service Representative (Team Lead)

As Customer Representative Lead, you will be responsible for the following:

Team Leadership and Supervision:

• Provide guidance, support, and mentorship to customer service representatives.
• Monitor team performance and ensure adherence to company policies and procedures.
• Conduct regular team meetings to communicate updates, address concerns, and foster a positive work environment.
• Create and maintain team schedules and manage staffing levels

Customer Service Excellence:

• Ensure consistent and high-quality customer service across all channels (phone, email, chat, etc.).
• Identify and implement strategies to improve customer satisfaction and loyalty.
• Analyze customer feedback and trends to identify areas for improvement.

Training and Development:

• Identify training needs and recommend appropriate development opportunities and conduct training sessions for new and existing team members.
• Provide coaching and feedback to improve individual and team performance.
• Maintain up to date training documentation.

Performance Monitoring and Reporting:

• Establish and monitor key performance indicators (KPIs) such as response time, resolution rate, and customer satisfaction scores etc..
• Generate regular reports on team performance and customer service metrics.
• Identify and address performance issues in a timely and effective manner.
• Communicate and present to management department performance metrics

Process Improvement:

• Identify and recommend improvements to customer service processes and procedures.
• Collaborate with other departments to resolve cross-functional issues and opportunities.
• Stay up-to-date on industry best practices and emerging customer service trends.
• Contribute to the creation and maintenance of a customer service knowledge base.