Customer Service escalation Lead

Job Summary:

Customer Service Team Lead , This position is designed for a highly motivated and customer-centric leader who thrives in fast-paced environments. You will be responsible for both leading a team of customer service representatives and handling complex customer escalations that require in-depth problem-solving and resolution.

Team Leadership Responsibilities:

• Coaching and Development:
  Provide ongoing coaching and development opportunities for your team members. Identify individual strengths and weaknesses, and tailor training programs to help them reach their full potential.
• Performance Management:
  Conduct regular performance reviews, setting clear goals and expectations for each team member. Provide constructive feedback and action plans for improvement.
• Motivation and Recognition:
  Foster a positive and engaging work environment. Motivate and inspire your team to achieve high levels of customer satisfaction. Recognize and reward outstanding performance.
• Teamwork and Collaboration:
  Work collaboratively with other departments (e.g., Sales, Operations, Shipping Operations) to ensure seamless customer service across the organization.

Customer Escalation Responsibilities:

• Issue Ownership:
  Take ownership of complex customer issues that have been escalated from frontline representatives due to their severity or inability to be resolved at the initial contact.
• Active Listening and Empathy:
  Actively listen to customer concerns, demonstrating empathy and understanding. Uncover the root cause of the issue by asking probing questions and gathering detailed information.
• Investigation and Research:
  Conduct thorough investigations to analyze customer issues, gather necessary data, and identify potential solutions.
• Creative Problem-Solving:
  Think creatively to develop solutions that meet customer needs while adhering to company policies and regulations. Be prepared to present options and negotiate with customers to reach mutually agreeable resolutions.
• De-escalation:
  Utilize de-escalation techniques to calm upset customers and restore positive relationships. Maintain a professional and respectful demeanor throughout interactions.
• Documentation and Reporting:
  Document all customer interactions, escalation details, and implemented solutions for future reference. Prepare reports on customer escalations, identifying trends and areas for process improvement.

Process Improvement Responsibilities:

• Identify Trends:
  Analyze customer complaints and escalations to identify recurring themes and areas for improvement.
• Collaboration:
  Work collaboratively with other departments to develop solutions for systemic issues impacting customer satisfaction.
• Develop Protocols:
  Develop and implement clear protocols for handling customer escalations, ensuring a consistent and efficient approach across the team.
• KPI Monitoring:
  Monitor key performance indicators (KPIs) related to customer satisfaction (e.g., Customer Satisfaction Score (CSAT), First Contact Resolution (FCR)).
• Data Analysis:
  Analyze data from various sources to identify areas where the team can improve its performance and optimize customer experience.

Additional Responsibilities:

• Stay up-to-date on company policies, procedures, and product/service knowledge.
• Provide excellent customer service through various channels (phone, email, chat).
• Manage your own workload effectively and prioritize tasks efficiently.
• Maintain a positive and professional demeanor, setting a strong example for your team.
• Adhere to company data security protocols and best practices.

Qualifications:

• Minimum of 5 years of experience in a customer service leadership role.
• Proven experience in resolving complex customer issues and achieving high customer satisfaction.
• Excellent communication, interpersonal, problem-solving, and negotiation skills.
• Strong leadership and coaching abilities with a demonstrated ability to motivate and develop a team.
• Ability to work independently and manage multiple priorities simultaneously.
• Proficient in customer service software and systems (e.g., CRM, ticketing system).
• In-depth knowledge of the company's products or services is a plus.
• Conduct thorough investigations to understand the root cause of customer dissatisfaction.
• Develop and implement effective solutions that meet or exceed customer expectations.
• Communicate clearly and professionally with customers throughout the resolution process, keeping them informed and updated.

What We Offer as Benefits / What you'll get In Return:

A highly competitive benefits package with a team-oriented, mission-driven, supportive environment.

Excellent environment with growth opportunities.

Excellent salary package.

Weekly meals with, Employee Assistance Program Employee Birthday Celebration

How to apply / What you need to know:

If you're interested in this role, click 'apply now to forward an up-to-date copy of your CV or resume. Your resume must include your social media profile.

Read all the requirements given above and apply. Our team of professionals will analyze your application, you need to await our response. Only shortlisted candidates will be contacted.