Senior Customer Experience Manager
2 days ago
The Customer Service Team Lead is responsible for effectively handling customer escalations and concerns via inbound/outbound calls, live chat, email, and text. They ensure that customers feel heard, valued, and respected by providing exceptional service.
- Handle customer escalations and concerns efficiently by offering corrective solutions and delivering accurate information.
- Provide a high level of customer service that ensures the customer feels heard and valued.
This is a full-time permanent position that requires working from home. The ideal candidate will have 3 or more years of leadership or coaching experience, proven sales experience, and experience in telecommunications.
Key Responsibilities- Maintain detailed records of customer interactions, escalation cases, and resolution outcomes.
- Prepare and deliver weekly and monthly reports on escalations, credit issues, and performance metrics.
- Collaborate with internal teams to ensure efficient case management and closure.
- Train and support a team of customer service specialists in resolving complex customer issues.
- 3 or more years in a leadership or coaching role.
- 3 or more years of proven sales experience.
- 3 or more years in telecommunications.
- A competitive salary.
- A comprehensive benefits package.
- Opportunities for growth and development.
We are seeking a highly motivated and experienced professional to join our team as a Customer Service Team Lead. If you are passionate about providing exceptional customer service and have a strong background in leadership and sales, we encourage you to apply.
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