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Customer Service Team Leader
2 months ago
Are you passionate about leveraging cutting-edge AI technology to enhance customer experience and foster international collaboration? We have an exciting opportunity for you to take charge of optimising The Koin Club and Tilly Pig's customer experience by harnessing the power of ChatGPT and other AI tools.
Key Responsibilities:- Lead a highly skilled team and drive exceptional customer experience through efficient AI usage.
- Manage and optimise AI performance to ensure the highest level of customer satisfaction.
- Oversee the day-to-day management of the Customer Service team in Asia.
- Handle escalated customer queries and ensure timely resolution.
- Report on any issues that the team in Asia has with the AI tool.
- Oversee key account management for top spenders.
- Delegate tasks including incoming customer queries, payment disputes, returns and refunds, new orders, online reviews and subscription management.
- Work closely with the Product Development team to understand what's being produced, what's coming up and what you can and can't tell customers.
- Collaborate closely with the Marketing and Operations teams to understand current campaigns and to ensure orders are processed efficiently and on time.
- Travel to China to work with our Asia team and ensure a seamless customer experience across all regions.
- Experience in customer support or related fields.
- Experience in team management and delegation.
- Excellent communication and interpersonal skills.
- Strong organisational skills with the ability to manage multiple tasks.
- Assertive with a commitment to high standards.
- Positive, upbeat, and adaptable attitude.
- Interest in AI and innovative technology (no prior knowledge required; comprehensive training will be provided).
