Customer Service Operations Lead
4 weeks ago
About This Opportunity:
At Swift Recruitment, we are seeking a dedicated and customer-centric leader to oversee our customer service operation and drive exceptional service delivery. As Customer Service Operations Lead, you will be responsible for leading a high-performing team, fostering a positive and motivated work environment, and ensuring a seamless customer experience.
Responsibilities:
- Lead, coach, and develop a high-performing customer service team, focusing on customer satisfaction and employee growth.
- Set clear customer service goals, develop effective strategies, and measure performance against key metrics.
- Recruit, interview, and hire qualified customer service representatives, emphasizing customer-centric skills and knowledge.
- Conduct performance reviews, provide coaching, and feedback to improve team skills and knowledge, driving continuous growth and improvement.
- Analyze customer feedback, identify trends, and implement improvements to address customer needs and concerns, ensuring a positive customer experience.
- Develop and maintain customer service protocols, procedures, and knowledge base resources, ensuring efficient and timely resolution of customer inquiries and complaints.
- Escalate complex customer issues to the appropriate departments, ensuring customer satisfaction with resolutions and driving continuous improvement.
- Monitor customer service operations, identifying opportunities for improvement and collaborating with other departments to ensure a seamless customer experience.
- Stay up-to-date on industry best practices and trends in customer service, applying knowledge to drive continuous improvement and growth.
Requirements & Skills:
- Bachelor's degree in Business Administration, Communications, or a related field (or equivalent experience).
- Minimum 2 years of experience in a customer service leadership role, with a proven track record of success in building and motivating high-performing teams.
- Strong understanding of customer service principles and best practices, with excellent communication, interpersonal, and conflict resolution skills.
- Ability to prioritize multiple tasks, manage time effectively, and drive continuous growth and improvement.
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