Ensures day to day operations of customer service teams in call center, reception and digital correspondence is executed in a professional and effective manner to achieve higher customer satisfaction and business growth.

Main Duties and Responsibilities:

• Oversee the daily operations of the Customer Service teams, ensuring prompt and efficient handling of customer inquiries, complaints, and requests.
• Monitor team performance metrics, such as response times, first call resolution, and customer satisfaction scores.
• Lead and motivate the Customer Service team to deliver exceptional service and achieve performance targets.
• Provide coaching, training, and performance feedback to team members.
• Build strong relationships with customers and act as a point of escalation for complex issues.
• Ensure timely and accurate resolution of customer concerns.
• Identify opportunities for process improvements to streamline customer service workflows and enhance efficiency.
• Implement best practices and standard operating procedures.
• Conduct quality assurance checks on customer interactions to ensure adherence to service standards and company policies.
• Provide constructive feedback and coaching to team members to improve service quality.
• Gather and analyze customer feedback to identify trends, pain points, and areas for improvement.
• Use customer insights to drive service enhancements and product development.
• Prepare and present regular reports on customer service performance and key performance indicators (KPIs) to management.
• Use data-driven insights to make data-informed decisions.
• Collaborate with other teams to address customer needs and concerns.
• Work together on initiatives to improve the overall customer experience.
• Develop and deliver customer service training programs for new and existing team members.
• Ensure team members are equipped with the necessary skills and knowledge to provide exceptional service.

Job Requirements:

• Bachelor’s degree in Marketing, Communications, or a related field.
• 6 years of customer service experience, of which at least two years in supervisory or team leader roles.

Competencies and Professional skills required

• Proven track record of leading and motivating customer service teams to achieve high levels of customer satisfaction.
• Strong understanding of customer service principles and best practices.
• Excellent communication and interpersonal skills.
• Analytical mindset with the ability to analyze data and draw insights to improve service performance.
• Familiarity with CRM systems and customer service software.
• Demonstrated ability to handle customer escalations and resolve complex issues.
• Strong problem-solving and decision-making skills.
• Leadership qualities with the ability to inspire and develop team members.

Desired Personal Attributes

• Leadership
• Teamwork spirit
• Communication and Interpersonal Skills
• Maturity and Professional Attitude
• Initiative and Motivation.