Customer Service Team Lead
4 weeks ago
At Datamatics Careers- Philippines, we are seeking a highly skilled and experienced Customer Service Team Leader to join our team.
Key Responsibilities:- Team Leadership: Lead and manage a team of Customer Support Specialists, ensuring high levels of team performance and customer satisfaction.
- Training & Development: Conduct training sessions for new hires and provide ongoing training and development for team members to enhance their skills and knowledge.
- Performance Management: Monitor team performance against company KPIs and SLAs, providing regular feedback, coaching, and one-on-one sessions to improve individual and team performance.
- Quality Assurance: Oversee the quality of customer interactions, ensuring all team members adhere to company guidelines and communication standards.
- Issue Escalation: Act as the first point of contact for escalated customer issues, resolving complex problems that require a deeper level of customer understanding and discretion.
- Reporting: Generate reports on team performance, customer feedback, and service issues to provide to the management team for strategic planning.
- Scheduling: Manage team schedules to ensure full coverage 24/7, including weekends and public holidays.
- Minimum of 3-5 years in customer service, with at least 2 years in a leadership role, preferably in the eCommerce industry.
- Strong leadership and people management skills; proficient in Zendesk and other CRM software; exceptional communication and conflict resolution skills.
- Exceptional verbal and written communication skills for English language.
- Proactive, results-oriented, with a high degree of initiative and independence.
- Strong computer skills, proficiency navigating multiple websites and platforms.
- Versatility, flexibility, and willingness to work within constantly changing priorities.
- Strong attention to detail, recognizing the importance of accuracy.
- Experience managing multiple tasks across various channels.
- Effective at problem-solving, negotiation, and resolving conflicts in a constructive manner.
- Maintains a customer-focused approach even under pressure.
- Flexible availability, willing to work a rotating schedule.
- Collaborative team player with the ability to work independently.
- Education: Bachelors degree in business administration, Communication, or a related field.
- Experience in Retail/eCommerce Domain.
- Lean Six Sigma/SIPOC/Kaizen training.
- Amenable to work in Cebu.
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