Roles & Responsibilities
Lead, mentor, and motivate a team of Customer Service Representatives (CSRs) to achieve individual and team goals.
Conduct regular one-on-one meetings, performance reviews, and provide constructive feedback to CSRs.
Oversee the day-to-day operations of the customer service team, ensuring adherence to established service level agreements (SLAs) and key performance indicators (KPIs).
Monitor real-time queues and performance dashboards to identify and address potential service disruptions or backlogs.
Handle escalated customer inquiries, complaints, and complex issues, providing timely and effective resolutions.
Conduct quality assurance monitoring of customer interactions, providing coaching and feedback to improve service quality and compliance.
Responsible for system enhancement and development to track team performance.
Monitor inbound and outbound calls to ensure quality and efficiency.
Oversee delivery operations and performance of order delivery personnel.
Track and follow up on communication with shipping companies via email.
Supervise social media moderation activities and response quality.
Monitor and analyze customer satisfaction surveys to identify areas for improvement.
Qualifications
Bachelor's degree in business administration, Communications, IT, or a related field.
2-3 years of proven experience as a Customer Service Team Lead or in a similar supervisory role, preferably within a fast-paced environment specialized in E-Com or Retail industry, handling multinational accounts or a diverse customer base.
Demonstrable track record of leading, mentoring, and motivating a team to achieve performance targets and high customer satisfaction.
Solid understanding of customer service operations and best practices.
Leadership & Coaching Excellence.
Exceptional Communication & Interpersonal Skills
Problem-Solving & Decision-Making
Customer-Centric Mindset & Empathy
Results Orientation & Accountability