Customer Support Team Lead
4 weeks ago
Job Description:
We are looking to hire a Customer Support - Team Lead that will be closely working with the company’s sales and operations department. We’re looking for someone who has strong organisation skills. Customer CRM software and has a team-based approach to working. This is a demanding position and is suitable for candidates who have the ability to work under pressure. Candidates should be flexible to work shifts.
Responsibilities Include:
- Lead and manage a team of customer support representatives to ensure the delivery of prompt, efficient, and high-quality support services to new and existing clients.
- Provide ongoing training, coaching and performance feedback to team members to enhance their skills, productivity, and customer service excellence.
- Develop and implement standard operating procedures (SOPs) and best practices for handling customer inquiries, complaints, and escalations effectively and efficiently.
- Monitor team performance metrics, including response times, resolution rates, customer satisfaction scores, and adherence to service level agreements (SLAs), and take corrective actions as needed to meet or exceed targets.
- Act as a point of escalation for complex customer issues and complaints, resolving them in a timely and professional manner while maintaining positive client relationships.
- Collaborate with other departments, such as sales and operations, to address customer concerns, implement process improvements and ensure regulatory compliance.
- Foster a positive and inclusive work environment that promotes teamwork, collaboration, and continuous learning.
- Prepare and present regular reports and performance updates to senior management, highlighting key achievements, challenges and opportunities for improvement within the customer support department.
- Uphold company policies, values and ethical standards, ensuring compliance with all relevant regulations and guidelines governing the forex industry.
Requirements:
- Bachelor’s degree in a related discipline is required.
- 4-5 years of relevant experience.
- Should have good written and verbal communication skills.
- Proficiency in Microsoft Office: Excel, Word.
- SLA Management
- Proven ability to work with little supervision and identify issues requiring escalation
- Ability to handle the team, coach, guide and instil responsibility .
- Customer and team focused.
- Evening & Night Shift (Rotational basis)
*Immediate joiners are preferred.
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