Customer Service Team Lead
4 weeks ago
The Role
We are seeking a highly skilled Customer Service Team Lead to join our team at Snaphunt. As a key member of our sales and support team, you will be responsible for managing a team of representatives, overseeing the customer service process, and resolving customer complaints.
The Responsibilities
- Manage a team of customer support representatives.
- Oversee the customer service process to ensure high-quality service.
- Resolve customer complaints in a timely and professional manner.
- Conduct quality assurance surveys with customers to gather feedback.
- Develop and maintain excellent product knowledge to enhance customer support.
- Maintain a positive and productive working environment for your team.
- Conduct customer satisfaction surveys to identify areas for improvement.
- Cater to customer phone calls and divert calls to relevant departments for advanced query resolution.
- Curate streamlined email and social media communication mediums for offers, updates, and more.
- Deal with customer issues and provide easy-to-follow solutions.
- Manage payment and delivery of customer orders.
- Help customers choose the right product for their requirements and budget.
- Handle customer concerns and complaints in a timely manner.
- Inform customers of upcoming promotions or deals.
- Establish a positive rapport with all clients and customers in person or via phone.
- Develop reports based on customer satisfaction statistics and help your team develop new skills.
- Fix appointments based on customer availability.
The Requirements
- At least 1 year of experience in a B2C Sales role, preferably in the Other Services industry.
- Excellent interpersonal, written, and verbal communication skills.
- A strong team player who can manage multiple stakeholders.
- A strong networker and relationship builder.
- Strong analytical skills and comfort with numerical data.
The Employer
At Snaphunt, we empower our employees to reach their full potential in an entrepreneurial and inclusive work environment. We offer a competitive pay and benefits package to support your ambitions.
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