Customer Service Team Leader
5 months ago
**Job Role**: Customer Service Team Leader - EMEA
Are you passionate about customer service and cybersecurity? Do you have experience leading teams and a strong desire to mentor and coach team members? If so, we have an exciting opportunity for you
TSR are proud to be working with a market leader in cyber security. The organisation now has a need for a Customer Service Team Leader to join their team in Swansea.
**Responsibilities**:
The role will see you provide a high standard of service delivery to students and customers across the EMEA region whilst managing, mentoring, and coaching a team of high performing Customer Service Representatives.
You will be tasked with delivering a high level of Customer Service support to the EMEA Sales Teams and their customers by advising on current processes and procedures.
There is also responsibility to respond efficiently to customer enquiries in line with service level agreements, the Customer Service Team Leader will take ownership of any escalations/low customer satisfaction scores along with individual and team targets.
Lead a high-performing customer service team covering the EMEA region.
Provide strategic direction and hands-on support to ensure exceptional customer experiences.
Coach, mentor, and develop team members to enhance their skills and achieve their career goals.
Collaborate with cross-functional teams to address customer issues and contribute to the continuous improvement of our services.
Monitor team performance, analyse metrics, and implement action plans for process enhancement.
Ensure timely resolution of customer inquiries and concerns, maintaining a high level of customer satisfaction.
Stay current with industry trends and contribute insights to enhance our customer support strategies.
**Qualifications**:
Proven experience in a leadership role within customer service or a related field.
A strong background in cybersecurity or a keen interest in the industry.
Excellent communication, problem-solving, and interpersonal skills.
Ability to motivate and inspire team members to achieve their best.
Proficiency in data analysis and using metrics to drive performance improvements.
Flexibility to adapt in a fast-paced, dynamic environment.
Strong organizational and time management skills.
Fluency in English (additional languages are a plus).
**What’s on Offer**:
Competitive salary, up to £42,000 per annum.
A chance to work with a talented team in the cybersecurity industry.
Opportunities for professional growth and development.
A positive and inclusive work environment.
Meaningful work that makes a difference in the security landscape.
Excellent benefits package
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