Customer Service Team Leader

at  Speos

PROFILE

As Customer Service Team Leader, you have:

• Customer service experience in a multi-channel customer service environment.
• People management skills with focus on active listening, empathy, mentoring & coaching.
• Knowledge of customer relationship management (CRM) tools and software.
• Knowledge of speos customer service products, processes and tools.
• Knowledge of internal procedures, standards and quality systems.
• Capacity to mobilize energy.
• Organizational and planning skills.

As Customer Service Team Leader, your role will be to:

• Lead, supervise, and motivate a team of customer service representatives to achieve key performance indicators and service level agreements.
• Provide ongoing coaching and development to team members to enhance their customer service skills and know-how.
• Monitor and assess team performance through regular one-on-one meetings, performance reviews, and feedback sessions.
• Guaranteeing the continuity of the organization through a balanced distribution of the workload, an effective backup system (procedures, distribution of tasks and portfolios, etc.) and ongoing analysis of specific events within the team.
• Identify areas for process improvements within customer service operations and collaborate with other departments to implement changes.
• Serve as the primary point of contact for clients after the sale and guide them throughout their customer journey.
• Monitor the day-to-day production of the customers in your portfolio and be responsible for all related administrative tasks.
• Address and resolve customer issues in a timely and effective manner, coordinating with internal teams as needed.
• Handle complaints and propose solutions to meet their needs.
• Proactively engage with clients to understand their evolving needs and propose value-added solutions or service upgrades.
• Foster long-term relationships with clients to enhance loyalty and maximize the value of each account.
• Ensure the correct application of contracts and monitor budgets in collaboration with the sales team.