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Customer Relationship Management Team Lead

2 months ago

marlow, United Kingdom Trinity Resource Solutions Full time

Job Opportunity

A great opportunity has opened up with a global client of Trinity Resource Solutions for a Customer Service Team Leader

Key Responsibilities:

  • Manage Customer Service Agents on a day to day basis with effective delegation of responsibilities among team members
  • Effectively manage calls, enquiries, orders, complaints and log all details of actions taken within CRM system to support case management
  • Work at a detailed level being hands on as well as managing the overall team requirements and managing projects
  • Carry out other ad-hoc duties as assigned by the Line Manager from time to time
  • Improves customer service processes by evaluating performance and drive initiatives to improve day to day processes.

Requirements:

  • Must have 2+ years' experience with team management and B2C customer service
  • Experience with CRM systems (ideally Salesforce)
  • Thorough understanding of entire ecommerce processes from conversion to fulfilment to customer service
  • A self-motivated, passionate, and enthusiastic approach to work and providing excellent customer service.