Customer Service Team Lead Role
2 days ago
As a team leader in customer service, you will play a pivotal role in delivering exceptional customer experiences. Our customer support teams are instrumental in driving business success and their alignment across geographies is vital to our achievements.
About the Position
This is a leadership role that requires a strong track record of leading cross-functional teams. You will be responsible for providing guidance to customer care staff, handling customer service issues, and identifying and resolving complex problems that impact team performance.
Key Responsibilities:
- Understand the customer care business and identify relevant metrics to drive efficiency.
- Provide guidance to customer care staff and operate independently in a sophisticated environment.
- Handle customer service issues through direct action or referral.
- Proactively identify, define, and resolve complex problems affecting team performance.
- Coordinate annual reviews and performance improvement plans.
- Lead projects within the team to achieve goals and objectives.
Requirements:
- Graduate with a consistent track record as a leader in previous roles.
- 5 years of experience in order management.
- Must have led a team for at least 1-2 years.
- Desirable: Experience in quality management.
- Advantageous: Experience working in SAP or Salesforce.
Strong analytical skills and ability to work in an evolving environment are essential. Ability to think and act efficiently, prioritize tasks for the greater good of the organization, and accept and demonstrate diversity of culture and thought.
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