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Customer Service Lead
3 months ago
We're hunting for a talented Customer Service Lead to help deliver the exceptional customer service our customers are used to.
Remuneration:
- Competitive salary depending on experience.
- 25 days annual leave plus bank holidays.
- Generous colleague discount.
- Colleague nomination discount scheme.
- Critical Illness & Life Assurance schemes.
- Employee reward scheme
- Employee assistance scheme
- Additional holiday awards for long service
- Birthday leave
- Peteternity leave
- Workplace pension scheme
- And many more
Responsibilities:
- Ensure timely and professional responses to customer queries, aiming for high customer satisfaction.
- Handle difficult customer queries, providing effective solutions and ensuring customer retention.
- Utilize Zoho Desk and other internal software for efficient ticket management and resolution tracking.
- Collaborate with internal teams to resolve customer issues and improve overall customer experience.
- Build strong relationships with internal teams and stakeholders to ensure accurate and timely response to tickets.
- Monitor and report on key performance indicators (KPIs) such as response times and customer satisfaction ratings.
- Continuously improve customer service processes, identifying areas for optimization and implementing relevant solutions.
- Provide guidance, coaching, and training to customer service team members as needed.
Requirements:
- Minimum of 2 years of experience in a customer service role, preferably at a similar level.
- Excellent communication skills, both written and verbal, with the ability to effectively interact with customers and internal stakeholders.
- Strong multitasking and problemsolving abilities to handle multiple queries and resolve customer issues.
- Proficiency in using Zoho Desk or similar ticket management systems.
- Demonstrated ability to work well under pressure and handle difficult customer situations.
- Adaptability and flexibility to work in a fastpaced, dynamic environment.
- Strong internal communication skills to collaborate with different teams and departments.
- Ability to build relationships and work effectively with key stakeholders.
- High attention to detail and commitment to delivering highquality customer service.
- Willingness to learn and adapt to internal software and processes specific to the company.
Full time position hours per week
**Location: Hybrid position/Remote working
