Customer Solutions Delivery Lead

This position is responsible for providing exceptional customer service and leading the Customer Support team to deliver high-quality service.

The ideal candidate will have a strong background in customer service, account management, or client-facing roles, with at least 1-2 years of experience in a leadership or supervisory capacity.

• Ensure the delivery of exceptional customer service that meets or exceeds established standards.
• Monitor customer interactions and feedback to identify areas for improvement and implement strategies to enhance satisfaction and loyalty.
• Build quality relationships with customers in CRIF Plus accounts and regional accounts.
• Enrich supplier and global relationships with internal and external stakeholders like D&B, SEC, and third-party sources.
• Lead, mentor, and motivate the Customer Support team to consistently deliver high-quality service.
• Maintain a comprehensive understanding of service tasks, system functionalities, and customer engagement tools to ensure effective support delivery.
• Facilitate training on customer support principles and procedures to improve service quality.
• Ensure the effective and accurate utilization of operational systems and applications, including Task Manager, SAP, COS, Esearch, SEC Express, BNRS to support daily business activities.
• Track key performance indicators (KPIs) and service metrics to assess and improve team effectiveness using Task Manager application.
• Collaborate with internal departments to align support efforts with organizational goals and ensure clear, timely communication.
• Monitor adherence to client agreements and service level commitments, addressing any discrepancies or issues related to contract execution.
• Identify opportunities to streamline support processes and implement best practices to enhance operational efficiency.
• Handle escalated customer concerns with professionalism and ensure timely resolution of complex issues.
• Enforces CRIF regulations and policies.

• Bachelor's degree in Business Administration, Marketing, Communications, or a related field, with strong academic performance.
• Preferably with experience in financial services, banking, fintech, or related industries. Minimum of 3-5 years of progressive experience in customer service, account management, or client-facing roles, with at least 1-2 years in a leadership or supervisory capacity.
• Proven ability to lead and develop high-performing teams, manage performance metrics, and foster a collaborative and customer-focused work environment.
• Exceptional verbal and written communication skills in English. Able to communicate clearly, confidently, and professionally across various levels, both internally and externally.
• Strong commitment to customer satisfaction and ability to resolve complex client issues with empathy, urgency, and efficiency.
• Demonstrates solid analytical and decision-making skills, with the ability to identify root causes, manage escalations, and implement effective solutions under pressure.
• Highly detail-oriented and capable of managing multiple tasks with minimal supervision. Shows initiative, accountability, and a proactive approach to continuous improvement.
• Comfortable working in fast-paced, dynamic environments with changing priorities. Agile mindset with the ability to pivot strategies and support transformation initiatives.
• Excellent interpersonal and relationship-building skills, with the ability to work effectively with cross-functional teams and external stakeholders.

The employee will be working in a hybrid office setup.

Mid-Senior level

Full-time

CUSTOMER SERVICE