Customer Service Lead
2 days ago
Job Title: Customer Service Lead
About the Role:We are seeking a skilled Customer Service Lead to oversee and lead a team of customer support representatives in delivering exceptional service to E-commerce customers. Your role will involve managing customer inquiries, resolving issues, and optimizing customer experiences to drive sales and retention.
Key Responsibilities:
- Oversee and lead a team of customer support representatives in delivering exceptional service to E-commerce customers.
- Manage customer inquiries, complaints, and feedback through various channels such as email, chat, and phone.
- Develop and implement strategies to improve customer satisfaction, retention, and loyalty.
- Collaborate with cross-functional teams including Sales & Marketing, Digital Marketing, and Operations to enhance customer support processes.
- Monitor and analyze customer support metrics to identify areas for improvement and implement solutions.
- Conduct regular training sessions to enhance the team's skills and knowledge in customer service best practices.
Requirements:
- Excellent communication skills to interact effectively with customers and internal teams.
- Strong time management abilities to prioritize tasks and meet deadlines.
- Proficiency in Microsoft Office suite for data analysis and reporting.
- Proven teamwork, team leadership, and team management skills.
- Ability to deliver engaging presentations to diverse audiences.
- Experience in sales & marketing, customer service, and digital marketing.
- 1-3 years of relevant work experience in a similar role.
- Post Secondary / Diploma qualification in a related field.
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