Customer Service Team Lead

Role Description:

The Customer Service Team Lead will be responsible for managing the day-to-day operations of the customer service team, ensuring customer satisfaction, and providing support to the team as needed. The role will involve working closely with customers, as well as collaborating with other departments within the company.

Responsibilities:

• Deals directly with customers requests either by telephone or electronically and performs customer verifications
• Develop a strategy that the team members can use to better reach a project's goal
• Monitors and acknowledges all customer emails (external and internal)
• Responds promptly or within SLA to customer inquiries
• Handles and resolves first level customer complaints
• Obtain and evaluate all relevant information to handle inquiries and complaints
• Process authorized and method of procedures forms, for data center access pass and equipment for delivery and pullout gate pass requests
• Direct requests and unresolved issues to the designated resources
• Keep records of customers interactions, transactions and contact information
• Logs ticket number for the details of case, inquiries, comments, action taken and complaints
• Communicates, coordinates and follow up internal request with the appropriate departments
• Drafts maintenance advisory, prepares summary report and Incidents Reports

Qualifications

• Customer Service Management and Customer Support skills
• Excellent communication skills, both written and verbal
• Demonstrated ability to provide exceptional customer service
• Excellent problem-solving skills
• Proven ability to lead and motivate a team
• Proficiency in Microsoft Office and/or other customer service software
• Experience in the IT or telecommunications industry is a plus
• Bachelor's degree in Business Administration or related field