Description

• Lead and manage the customer services team to meet performance targets.
• Ensure efficient handling of customer queries and complaints.
• Monitor and improve customer service processes and workflows.
• Provide training and support to team members to enhance their skills.
• Collaborate with other departments to address customer needs effectively.
• Analyse customer feedback to identify areas for improvement.
• Prepare and present regular performance reports to management.
• Maintain compliance with company policies and procedures.

Profile

A successful Customer Services Team Leader should have:

• Proven experience in a leadership role within customer service.
• Strong problem-solving and decision-making skills.
• Excellent communication and interpersonal abilities.
• Proficiency in using customer service software and tools.
• Ability to analyse data and generate actionable insights.
• Commitment to delivering high-quality customer service.