Customer Service Team Lead

2 weeks ago


Bengaluru, Karnataka, India Thermo Fisher Scientific Full time

Job Summary


This leadership role is responsible for guiding and leading a team of Customer Service Representatives towards achieving operational goals.


Key Responsibilities



  • Guide and lead a large team of Customer Service Representatives to achieve operational goals including accurate order entry, timely response to requests, and effective telephone metrics.
  • Evaluate staffing needs versus business volume and explore opportunities to create capacity.
  • Ensure all work is accurately distributed and prioritized with an even workload across the team.
  • Act with integrity and lead by example, providing on-the-job guidance, motivation, and coaching to team members.
  • Maintain a strong understanding of the company's brands, systems, processes, and procedures by providing daily support and guidance to colleagues.
  • Hold regular coaching, goal-setting, and performance meetings with team members to continually improve services and foster an environment where staff can excel.
  • Support the company's drive for continuous improvement and be involved in innovative solutions to increase customer allegiance and profitability.
  • Contact customers on critical issues to achieve full resolution.
  • Champion positive, professional, and productive relationships with members of other departments to improve customer satisfaction.
  • Participate effectively in quality improvement teams and promote co-operative effort between all departments and internal customers.
  • Support the manager in planning and engaging in activities to ensure an enhanced customer experience.
  • Assist in developing and implementing 'best practice' processes across the organization to ensure efficiency and reduce costs.
  • Embrace process improvements and involve in team-driven actions to help improvements.

Requirements



  • Bachelor's Degree
  • 10+ years of successful Customer Care experience and proven informal leadership opportunities.
  • Proven record of leading, mentoring, and empowering a team to optimal performance.
  • Strong customer orientation with effective interpersonal, listening, and communication skills.
  • Superior judgment and decision-making skills with strong analytical and organizational skills.
  • Computer business knowledge with understanding of customer service software, databases, and tools.
  • Focused on continuous improvement while showing respect for individuals.
  • Bilingualism (French/English/Spanish) is a plus.
  • Flexible to work the night shift.


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