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Customer Service Team Lead
2 months ago
Meraki Talent Limited is seeking a highly skilled Customer Service Team Lead to join our team. As a key member of our organization, you will be responsible for leading a dynamic team of customer service representatives in delivering exceptional service to our clients.
Key Responsibilities:- Team Leadership: Lead, mentor, and develop a team of customer service representatives, providing regular coaching and performance feedback.
- Performance Management: Set clear performance goals, monitor individual and team KPIs, and conduct regular performance reviews.
- Training and Development: Facilitate ongoing training programs to enhance product knowledge, customer handling skills, and regulatory compliance.
- Operational Management: Oversee the day-to-day operations of the customer service team, ensuring prompt and accurate responses to client inquiries.
- Issue Resolution: Handle complex and escalated customer issues, providing resolution in a timely and professional manner.
- Workforce Scheduling: Manage workforce scheduling to ensure adequate coverage during peak times while maintaining budgetary controls.
- Quality Assurance: Monitor call quality, response times, and other critical customer service metrics to ensure service excellence.
- Culture Development: Foster a culture of continuous improvement, encouraging team members to contribute ideas and solutions.
- Experience: Minimum of 5 years in a customer service role within the financial services or a similar regulated industry, with at least 2 years in a supervisory or managerial position.
- Leadership Skills: Strong leadership and people management skills, with the ability to motivate and develop a high-performing team.
- Communication Skills: Excellent communication and interpersonal skills, with a customer-centric approach.
- Technical Skills: Proficient in CRM software, Microsoft Office Suite, and other customer service tools.
- Analytical Skills: Analytical mindset with the ability to use data to drive decisions and improvements.
- Customer Focus: Strong commitment to providing excellent customer service and improving the client experience.
- Critical Thinking: Ability to think critically and resolve complex customer issues effectively.
- Adaptability: Comfortable in a fast-paced environment, with the ability to adapt to changing priorities and processes.
- Collaboration: Works well with cross-functional teams, fostering collaboration to achieve company objectives.
- Integrity: Upholds the highest standards of ethics, compliance, and confidentiality.
