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Customer Service Operations Lead
1 week ago
Job Summary: We are seeking an experienced Supervisor to lead our Customer Service Operations team. The ideal candidate will oversee and manage both technical and non-technical customer support functions, ensuring that customer needs are met with efficiency and professionalism.
The supervisor will be responsible for managing a team of customer service representatives, ensuring high-quality service delivery and process improvement across all customer touchpoints.
Key Responsibilities:
- Oversee the daily activities of a team of customer service representatives, ensuring effective response to both high-volume, low-complexity inquiries and lower-volume, higher-complexity inquiries.
- Provide mentorship and guidance to less experienced team members, promoting professional growth and excellence in customer service.
- Manage employee performance, conduct regular evaluations, and address any challenges to improve team effectiveness.
- Ensure the provision of excellent customer service in a remote support environment, handling phone, chat, or text inquiries and resolving issues in a timely manner.
- Supervise customer service activities within distribution centers, repair centers, or walk-in customer service facilities, acting as the liaison between customers, production, and distribution departments to resolve issues related to specific customer orders.
- Analyze and resolve complex customer issues that require advanced technical or non-technical support, providing solutions that maintain customer satisfaction.
- Lead and support escalated customer issues, ensuring they are handled efficiently and professionally, and follow up to ensure resolution.
