Customer Service Team Leader

2 weeks ago

Bangsar, Malaysia Sapelo Management Sdn Bhd Full time

**Job Summary**: The Customer Service Team Lead is responsible for leading a team of representatives to provide exceptional customer service. They will also contribute to developing efficient systems tools and KPIs for the department. This role requires a proactive and innovative individual with strong knowledge of customer service practices and the ability to optimize processes.

**Key Responsibilities**:

- Team Leadership: Supervise and mentor representatives to ensure exceptional service. Manage schedules and workflow to meet goals.
- Process Design and Implementation: Create efficient and scalable customer service processes from scratch. Continuously optimize for quality and efficiency.
- Utilize Available Tools: Identify and implement customer service tools to enhance support and streamline processes.
- KPI Implementation: Define and track key performance indicators to measure customer service performance. Use data to drive decision-making.
- Quality Assurance: Establish a framework to maintain performance and service quality standards. Conduct audits and provide feedback.
- Customer Feedback and Improvement: Analyze customer feedback to identify areas for improvement. Take action to enhance the customer experience.
- Training and Development: Provide ongoing training to enhance skills and knowledge. Keep the team updated on product knowledge and industry trends.
- Conflict Resolution: Assist in resolving complex customer issues showing strong problem-solving and conflict resolution skills.

**; Requirements: - Qualifications**:

- Bachelor's degree in a relevant field or equivalent work experience.
- Previous experience in a customer service role with a demonstrated track record of excellence.
- Proven experience in a leadership or supervisory role within a customer service team.
- Strong analytical and problem-solving skills.
- Familiarity with customer service tools and technologies.
- Excellent communication and interpersonal skills.
- Ability to work well under pressure and meet deadlines.
- Strong organizational and project management skills.

**Preferred Qualifications**:

- Experience in building customer service processes and systems from scratch.
- Knowledge of CRM software and ticketing systems.
- Familiarity with data analytics and reporting tools.
- Certifications in customer service or related fields.

The Customer Service Team Lead plays a pivotal role in enhancing customer satisfaction, optimizing team performance, and ensuring the department's success. This individual will contribute significantly to the development and growth of the company's customer service operations.

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