Job Description:
We are seeking a highly skilled Customer Service Team Leader to join our team.
Duties and Responsibilities:
* Serve as the critical link between customer service staff and customers, ensuring a professional, high-quality service experience.
* Monitor, lead, and train team members to deliver exceptional results.
* Investigate and resolve customer issues, evaluate staff performance, and provide coaching and mentoring to foster growth.
* Ensure daily customer service operations are executed smoothly and efficiently.
* Provide a terrific customer service experience by handling customer inquiries and concerns in a timely and professional manner.
* Train team members to provide professional and friendly service, resulting in increased customer satisfaction.
* Be an expert in interacting with customers, utilizing effective communication skills to resolve issues.
* Convey and distribute important information and tasks effectively to ensure seamless operations.
* Train and motivate employees to achieve their full potential and meet team goals.
* Handle difficult situations through precise communication, de-escalating conflicts and resolving issues promptly.
* Supervise a team of customer care representatives, providing guidance and support to ensure success.
* Provide assistance and leadership in any situation, promoting a positive work environment.
* Demonstrate outstanding problem-solving abilities, identifying and resolving complex issues efficiently.
* Identify and solve problems quickly and appropriately, minimizing downtime and maximizing productivity.
* Handle customer and employee issues effectively and quickly, maintaining a high level of customer satisfaction.
* Keep track of multiple assignments, tasks, meetings, and schedules, ensuring timely completion and follow-up.
* Maintain a perfect organization system to stay focused and perform well, prioritizing tasks and managing time effectively.
* Monitor and supervise customer service staff and daily activities, operations, rosters, and discipline, ensuring compliance with company policies.
* Evaluate the staff performance and provide them with regular feedback, identifying areas for improvement and development.
* Assist staff with duties if needed – Taking calls, clearing complaints dashboards, and providing support to ensure seamless operations.
* Train new team members on customer service activities and company policies, ensuring they have the necessary knowledge and skills to succeed.
* Track and monitor refunds, ensuring prompt and accurate resolution of customer complaints.
* Deal with customer problems and strive to fix them, maintaining a high level of customer satisfaction and loyalty.
* Establish and implement customer service policies and strategies, promoting a positive customer experience.
* Create and organize work schedules and shifts, ensuring adequate staffing levels and fair distribution of tasks.
* Delegate tasks and assignments, empowering team members to take ownership and responsibility for their work.
* Communicate with customers and ensure outstanding customer satisfaction, responding promptly to inquiries and concerns.
* Perform data and statistical analysis, identifying trends and opportunities for improvement.
* Write and prepare reports on overall customer satisfaction and complaints, providing insights and recommendations for future improvement.
* Collect customer feedback and implement changes where necessary, ensuring continuous improvement and alignment with customer needs.
Requirements:
* Diploma in business administration, customer service, or a related field.
* 3+ years of experience in a customer service role, with at least 1 year in a supervisory capacity/Team Leader role.
* Proven track record of handling escalated customer issues effectively.
* Previous working experience in customer service – Fast food industry (Advantageous).
* Computer proficiency – Microsoft Office Suite, proficient in Excel.
* Outstanding supervisory skills, including the ability to lead, motivate, and develop team members.
* Exceptional customer service and communication skills, resulting in increased customer satisfaction and loyalty.
* Organization and the ability to delegate tasks, prioritize projects, and manage time effectively.
* Strong problem-solving skills, with the ability to identify and resolve complex issues efficiently.
* Motivation and coaching abilities, with a focus on developing and supporting team members to achieve their full potential.