Job Description The Customer Service Team Lead will support the company's customer service activities by directing and overseeing team members, resolving customer questions or complaints, developing programs and procedures to enhance productivity and performance and conducting research and deriving insights from customer data. The Customer Service Team Lead will serve as a liaison between the company and its customers, working with various departments within the organization to address customer concerns.
Main Responsibilities:
Customer Care Program/ Customer Database Management
?????? Acts as leader for excellent customer service on all points of contact (staff, store, product & services, events and head office)
?????? Maintains global customer service standards
?????? Works with the Assistant CRM Manager for efficient multi-channel customer response and to maximize use of the Customer Service management tool (Zendesk)
?????? Ensure quality, customer satisfaction, productivity and service level targets are achieved
?????? Timely reviews and response to customer care concern, inquiry etc (in all platforms)
?????? Implements CRM- related programs; functions as CRM Audit
Coordinate Customer Service Team
?????? Manages a team of customer service agents, manages employee schedules and ensures that the department is adequately staffed during peak times
?????? Answers team members? questions, helps with team member problems, and oversees team member work for quality and guideline compliance
?????? Conducts team meetings to update members on best practices, new processes and additional features in the Customer Service management tool
Provide Direct Customer Support
?????? Responds directly to customers who need assistance and resolution of issues and questions during peak times, such as specific sales and promotional periods throughout the year
?????? Provides continual support and service to both internal and external customers
Review and Resolve Escalations
?????? Acts as a point of escalation regarding issues that require significant customer service skills and diplomacy to ensure the right solution is provided to the customer
?????? Identifies solutions to the customer queries or directs them to another department that can provide assistance.
Evaluate Team Members
?????? Conducts periodic reviews and evaluations of team members
?????? Monitors employee performance and note areas for improvement
?????? Makes recommendations to HR if an employee is consistently not meeting expectations
?????? Provides performance feedback and coaching to team members that require additional support
Support Process Improvement
?????? Improves overall department and organization efficiency and performance by identifying opportunities to enhance internal processes
?????? ?Gathers data related to customer contact and interactions and uses this data to prepare reports and analyses of which processes are working and which can be improved
?????? Identifies trends and escalate issues to manager in a timely fashion, to enhance the customer experience and share best practices
?????? Submits daily and monthly reports on total customer ticket trends and unique ticket specifics
?????? Creates/ implements Customer Service Manual (standards, policies etc)
Train New Hires
?????? Creates and updates documentation of customer service processes across different channels (Zendesk and marketplaces) to be used as training materials for trains new hires and team members that need additional training.
?????? Works closely with new team members to instruct them on company policies and best practices for resolving customer concerns
?????? Monitors new team members? activities and performance during onboarding to determine where further training is needed
Customer Research and Analysis
?????? Acquire and summarize insights from existing customer database to understand purchase behaviors and identify key consumer experiences that may drive deeper customer engagement
?????? Provide support in the design, implementation, data analysis, and reporting of qualitative and quantitative findings and recommendations from customer research studies
?????? Manages research project execution from end-to-end, ensuring deadlines are met
?????? Provide descriptive and predictive analyses to uncover customer purchase drivers
QUALIFICATIONS:
With Bachelor?s Degree, preferably with major in Psychology, Behavioral Sciences, Marketing, Communications, Education, Management, and other related fields.
With at least 2 years experience in a Customer Service function, with experience in directly handling customers, using Customer Relationship Management (CRM) tools, preferably has been part of implementing a CRM project
Excellent Interpersonal Skills both verbal and written
Quick learner, level-headed, organized/detail-oriented, excellent at time management - able to see a project of any magnitude through - from customer cases to nationwide programs
Intermediate to advanced proficiency in Microsoft Office
Able to assess a multi-layer situation quickly and effectively handle difficult customers
With effective presentation skills
Able to self-manage, multi-task, and generate monthly reports with valuable insight
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