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Job Description
- As a Senior Team Lead, you will play a crucial role in supporting the Customer Service Manager in their absence, ensuring that all tasks are completed accurately and efficiently. Your primary responsibility will be to establish and maintain high standards of customer service across all aspects of the organization. At times, you may need to guide representatives in their processes and assist in developing and implementing training programs for the customer service team.
In this position, your main objective will be to enhance customer satisfaction by delivering exceptional service. Effective leadership skills are essential as you will be overseeing three teams and their respective Team Leads. You must demonstrate the ability to manage individuals with diverse personalities and lead by example. Proficiency in analysis, knowledge of Key Performance Indicators (KPIs) and Training Needs Identification (TNI) reports, as well as familiarity with Microsoft Office suite and Google Docs, are necessary for this role.
Your duties will include conducting employee reviews, creating work schedules, implementing disciplinary actions when required, ensuring a consistent level of customer service, motivating staff to achieve goals, and cultivating exceptional communication skills. Additionally, you will be tasked with designing and executing a successful customer loyalty program to drive customer retention.
If you possess the skills and qualifications outlined above and are ready to take on this challenging yet rewarding role, we encourage you to apply for the Senior Team Lead position.,
Skills
Customer RetentionCustomer SatisfactionCustomer ServiceCustomer SupportKnowledge Of KPIAnalysisCreatingProficiency With Microsoft Office SuiteDocument ManagementTNI ReportMotivating EmployeesCommunicationTime ManagementExcellent OralInterpersonal SkillsOrganizing Employee ScheduleCustomer ServiceWritten Communication SkillsImplementing An Effective Customer Loyalty ProgramProblemsolvingGoogle DocsPecific SoftwarePreparingEnsuring A Consistent Standard Of Customer ServicePresenting Employee ReviewsTaking Disciplinary Action When NecessaryIf a job posting appears fraudulent, asks for payment, contains misleading information, or violates our guidelines, please report it immediately. Our team will review it promptly, Jobaaj does not charge any fee from the applicants.
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