Explore 6 Customer Service Team Lead jobs in whatjobs
Customer Service Team Lead
Posted 20 days ago
Job Viewed
Job Description
Our client is seeking an experienced and dynamic Customer Service Team Lead to manage and inspire a fully remote customer support team. This leadership position requires a strategic thinker with a passion for delivering unparalleled customer service. You will be responsible for overseeing daily operations, setting performance targets, coaching and developing team members, and ensuring adherence to service level agreements. Your primary focus will be on driving team performance, improving customer satisfaction scores, and fostering a culture of excellence and continuous improvement. The ideal candidate will possess strong leadership, communication, and interpersonal skills, with a proven ability to motivate and guide a team in a remote environment. You should have a comprehensive understanding of customer service best practices, performance metrics, and effective problem-solving techniques. Experience with CRM systems, support ticketing platforms, and reporting tools is essential. You will also be involved in the recruitment and onboarding of new team members, as well as developing training programs. This role requires a proactive approach to identifying areas for improvement and implementing solutions that enhance the customer experience. You will act as a key liaison between the support team and other departments, ensuring seamless communication and collaboration. This is an exciting opportunity to lead a high-performing team and contribute significantly to the success of the company, supporting our valued customers in and around **Mlolongo, Machakos, KE**, all within a fully remote operational framework.
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Job Description
Our client, a reputable financial services provider, is seeking a dynamic and experienced Customer Service Team Lead to manage and mentor a team of customer service representatives. This is a hands-on leadership role based in our branch, focusing on delivering exceptional customer experiences and ensuring operational efficiency.
As a Team Lead, you will be responsible for guiding your team, setting performance standards, and ensuring all customer inquiries and issues are resolved promptly and effectively. You will serve as a point of escalation for complex customer issues, providing solutions and feedback to enhance service delivery. Your leadership will inspire your team to meet and exceed service level agreements and contribute to a positive and supportive team environment.
Key Responsibilities:
Qualifications:
As a Team Lead, you will be responsible for guiding your team, setting performance standards, and ensuring all customer inquiries and issues are resolved promptly and effectively. You will serve as a point of escalation for complex customer issues, providing solutions and feedback to enhance service delivery. Your leadership will inspire your team to meet and exceed service level agreements and contribute to a positive and supportive team environment.
Key Responsibilities:
- Supervise, coach, and motivate a team of customer service representatives to achieve performance goals.
- Monitor team performance metrics, including response times, resolution rates, and customer satisfaction scores.
- Handle escalated customer complaints and complex inquiries, resolving them efficiently and professionally.
- Develop and implement training programs to enhance team skills and product knowledge.
- Conduct regular team meetings to discuss performance, share updates, and provide feedback.
- Ensure adherence to company policies and procedures, as well as regulatory requirements.
- Identify opportunities for process improvement to enhance customer service operations.
- Collaborate with other departments to ensure a seamless customer experience.
- Schedule team shifts and manage daily operations to ensure adequate coverage.
- Foster a positive and collaborative team culture.
Qualifications:
- Bachelor's degree in Business Administration, Communications, or a related field, or equivalent work experience.
- Minimum of 3 years of experience in a customer service role, with at least 1 year in a leadership or supervisory capacity.
- Proven ability to lead, motivate, and develop a team.
- Excellent communication, interpersonal, and problem-solving skills.
- Strong understanding of customer service principles and best practices.
- Experience with CRM software and customer service platforms.
- Ability to remain calm and professional under pressure.
- Proficiency in Microsoft Office Suite.
- Experience in the financial services industry is a plus.
This advertiser has chosen not to accept applicants from your region.
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Customer Service Team Lead
Posted 20 days ago
Job Viewed
Job Description
Our client is seeking an experienced and motivated Customer Service Team Lead to manage and inspire a remote customer support team. This is a fully remote position, offering the opportunity to lead from anywhere while ensuring exceptional service delivery. You will be responsible for guiding the team, improving customer satisfaction, and maintaining high operational standards to support our diverse customer base, with an operational focus relevant to the region surrounding Mombasa, Mombasa, KE .
Responsibilities:
Responsibilities:
- Lead, train, and mentor a team of customer service representatives, fostering a positive and productive work environment.
- Set performance goals for the team and individual representatives, monitoring progress and providing regular feedback.
- Handle escalated customer inquiries and complex issues, ensuring timely and satisfactory resolution.
- Develop and implement customer service policies and procedures to enhance efficiency and customer experience.
- Analyze customer feedback and service data to identify trends, areas for improvement, and training needs.
- Ensure adherence to service level agreements (SLAs) and key performance indicators (KPIs).
- Collaborate with other departments to resolve customer issues and improve product/service offerings.
- Conduct regular team meetings to discuss performance, share updates, and address challenges.
- Onboard and train new customer service representatives.
- Maintain accurate customer records and service logs.
- Stay updated on product knowledge and customer service best practices.
- Promote a customer-centric culture within the team and the organization.
- Proven experience in a customer service role, with at least 3 years in a leadership or supervisory capacity.
- Excellent understanding of customer service principles and best practices.
- Strong leadership, coaching, and motivational skills.
- Exceptional communication, interpersonal, and problem-solving abilities.
- Proficiency in customer relationship management (CRM) software and helpdesk ticketing systems.
- Ability to handle difficult customer situations with empathy and professionalism.
- Strong organizational and time-management skills.
- Experience in training and developing team members.
- Ability to work independently and manage a remote team effectively.
- Familiarity with call center operations and performance metrics.
- A proactive approach to identifying and resolving issues.
This advertiser has chosen not to accept applicants from your region.
2
Customer Service Team Lead
Posted 11 days ago
Job Viewed
Job Description
Our client, a customer-centric organization, is searching for a motivated and experienced Customer Service Team Lead to manage their fully remote customer support operations. This role is essential for ensuring exceptional customer experiences and guiding a team of customer service representatives to achieve outstanding service levels. You will be responsible for leading, training, and motivating the customer service team, setting performance goals, and monitoring key metrics such as response times, resolution rates, and customer satisfaction scores. Key duties include handling escalated customer inquiries, resolving complex issues, identifying trends in customer feedback, and recommending improvements to processes and services. The successful candidate will possess strong leadership qualities, excellent communication and interpersonal skills, and a deep understanding of customer service best practices. Experience with customer relationship management (CRM) software and helpdesk ticketing systems is required. As a fully remote position, outstanding organizational skills, self-motivation, and the ability to foster a positive and productive team environment virtually are paramount. We are looking for an individual who is passionate about customer satisfaction, possesses strong problem-solving abilities, and can effectively coach and develop team members. This role offers the flexibility to work from home while making a significant impact on customer loyalty and overall business success.
This advertiser has chosen not to accept applicants from your region.
3
Customer Service Team Lead
Posted 10 days ago
Job Viewed
Job Description
Our client is seeking a motivated and experienced Customer Service Team Lead to manage and inspire a fully remote customer support team. This vital role focuses on ensuring exceptional customer experiences, resolving complex inquiries, and driving team performance through effective leadership and coaching. The ideal candidate will have a proven ability to motivate and guide customer service representatives, fostering a positive and productive remote work environment. Responsibilities include overseeing daily operations, monitoring team performance metrics, identifying areas for improvement, and implementing training programs to enhance agent skills. You will be the primary point of escalation for challenging customer issues, requiring strong problem-solving and conflict-resolution abilities. Developing and refining customer service protocols, ensuring adherence to company policies, and contributing to the continuous improvement of customer support processes are key. This position demands excellent communication, interpersonal, and organizational skills. The ability to work independently, manage time effectively, and maintain high standards of service delivery in a remote setting is essential. You will also collaborate with other departments to ensure seamless customer interactions and advocate for customer needs internally. A passion for customer satisfaction and a commitment to service excellence are paramount. We are looking for a proactive leader who can build a high-performing remote team and significantly contribute to our client's reputation for outstanding customer care, particularly for customers in the **Mombasa, Mombasa, KE** area.
This advertiser has chosen not to accept applicants from your region.
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Customer Service Team Lead
Posted 6 days ago
Job Viewed
Job Description
Our client is seeking a dynamic and experienced Customer Service Team Lead to guide their dedicated support team. This hybrid role offers the flexibility of remote work combined with essential in-office collaboration, ensuring optimal team performance and client satisfaction. The successful candidate will be responsible for supervising a team of customer service representatives, providing training, coaching, and performance management to foster a high-achieving environment. You will handle escalated customer inquiries, resolve complex issues, and ensure adherence to service level agreements and company policies. This position requires exceptional leadership, communication, and problem-solving skills, with a deep understanding of customer service best practices. You will play a key role in identifying areas for improvement in customer service processes and implementing effective solutions. The ability to motivate and inspire a team, manage workloads efficiently, and maintain a positive work atmosphere is paramount. This is an excellent opportunity to contribute to a customer-centric organization, develop your leadership skills, and make a tangible impact on client relationships. A proven track record in customer service, with at least 3 years of experience in a supervisory or team lead role, is required. Proficiency with customer relationship management (CRM) software and call center technologies is essential. Strong interpersonal skills and the ability to effectively collaborate with both remote and in-office team members are crucial. If you are a dedicated leader passionate about delivering outstanding customer experiences and are looking for a challenging hybrid role, we encourage you to apply.
This advertiser has chosen not to accept applicants from your region.
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