Customer Service Team Lead
3 weeks ago
Customer Service Team Lead - Dayshift (Local)
Job Summary
Responsible for planning, analyzing, implementing and directing Customer Service programs and initiatives and ensures effective and efficient operational activities and provides solutions that enhance the company’s quality of transactional customer experience.
General Responsibilities- Achieves customer service objectives by contributing customer service information and recommendations to strategic plans and reviews; prepares and completes action plans; implementing customer service standards; identifying customer trends and resolving problems.
- Meets customer service financial objectives by forecasting requirements, preparing annual budget; scheduling expenditures, analyzing variances and initiating corrective actions.
- Determines customer service requirements by maintaining contact with customers, visiting operational environments, conducting surveys, benchmarking best practices and analyzing information.
- Improves customer service quality results by studying and evaluating processes, establishing and communicating service metrics, monitoring and analyzing results and implements changes.
- Maximizes customer operational performance by providing helpdesk resources and technical advice, resolving problems, disseminating advisories, warnings and new techniques for fast detection of problems and system errors.
- Acts and decides on all concerns, issues and problems in transactional customer experience and recommends action and resolution for concerns, issues and problems beyond his scope of authority.
- Defines work expectations and ensures work progress of Customer Service staff by monitoring, controlling activities, evaluating performance, enforcing discipline when necessary, and initiating career enhancement activities/programs especially designed for the staff’s career development.
Education and Experience
Graduate of Bachelor’s degree in Business Management, Business Administration, Sales, Marketing, Human Resources - Training and Development, Industrial Engineer and/or other related courses. At least five (5) years work experience preferably as a Customer Service and/or Relationship Manager. Proficient in MS Office. Highly people and service oriented. Strong collaboration, communication and interpersonal skills. Business Understanding. Customer Engagement. Resolution process.
Position DetailsJob title and location details are included in the original posting; this refined description consolidates the responsibilities and qualifications for the Team Lead role.
NotesPostings for other Customer Service roles are not included in this refined description to maintain a focused, recruiter-friendly format. If you need a multi-position listing, I can structure it as separate sections for each role.
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