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Customer Relationship Management Team Lead

2 months ago

Marlow, United Kingdom Trinity Resource Solutions Full time
Job Description

**Job Title:** Customer Relationship Management Coordinator

**Job Summary:** We are seeking a highly motivated and experienced Customer Relationship Management Coordinator to join our team at Trinity Resource Solutions. As a key member of our customer service team, you will be responsible for managing a team of customer service agents and ensuring that our clients receive exceptional service.

Key Responsibilities:

  • Manage a team of customer service agents, providing guidance and support to ensure that they are meeting their performance targets.
  • Effectively manage calls, enquiries, orders, complaints, and log all details of actions taken within our 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.
  • Improve 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.