Customer Service Team Lead

Responsibilities:

1. Performance Management: Clearly define goals and expectations for team members, track their performance, and offer regular feedback for continuous improvement.

2. Training and Development: Conduct sessions and coaching to improve team members skills, ensuring they can effectively handle customer inquiries.

3. Daily operation and arrangement: Organize daily tasks, assign them, and prioritize to efficiently resolve customer issues. Fulfill daily data and collect feedbacks.

4. Escalation Handling: Support team members in resolving complex customer problems and ensure all issues are addressed promptly.

5. Communication: Foster clear communication within the team and across departments, ensuring everyone is updated on policies and procedures for consistency.

Requirements:

1. Previous experience in a customer service role for at least 3 years, with demonstrated leadership and supervisory experience.

2. Strong communication and interpersonal skills, with the ability to motivate and inspire team members.

3. Excellent problem-solving abilities and decision-making skills, with a focus on driving results and achieving targets.

4. Knowledge of customer service best practices, quality assurance principles, and performance metrics.

5. Proficiency in using customer service software, CRM systems, and other relevant tools.

6. Flexibility to work varying shifts, including evenings, weekends, and holidays as needed.