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Team Leader
2 months ago
About the Role
We are seeking an experienced Team Leader to join our Customer Experience team at LightSpeed Broadband. As a Team Leader, you will be responsible for managing a team of Customer Care representatives, ensuring that our customers receive exceptional service and support.
Key Responsibilities
- Manage a team of Customer Care representatives, providing guidance and support to ensure excellent customer service.
- Develop and implement processes to improve customer satisfaction and reduce complaints.
- Work closely with the Customer Experience team to identify opportunities for improvement and implement changes.
- Collaborate with other teams, such as Sales and Marketing, to ensure seamless customer journeys.
- Monitor and analyze customer feedback, identifying trends and areas for improvement.
- Develop and maintain relationships with customers, ensuring that their needs are met and exceeded.
- Provide coaching and training to team members to ensure they have the skills and knowledge needed to provide excellent customer service.
- Manage customer complaints and issues, resolving them in a timely and professional manner.
- Develop and implement quality control processes to ensure that customer service standards are met.
- Collaborate with the Operations team to ensure that customer service processes are aligned with business objectives.
Requirements
- Proven experience in a customer-facing role, with a focus on customer service and support.
- Strong leadership and management skills, with the ability to motivate and develop a team.
- Excellent communication and interpersonal skills, with the ability to build strong relationships with customers and colleagues.
- Ability to analyze data and identify trends, with a focus on improving customer satisfaction and reducing complaints.
- Knowledge of customer service processes and procedures, with the ability to develop and implement improvements.
- Ability to work in a fast-paced environment, with a focus on meeting customer needs and exceeding expectations.
- Strong problem-solving skills, with the ability to resolve customer complaints and issues in a timely and professional manner.
- Knowledge of customer relationship management (CRM) systems, with the ability to use data to inform customer service decisions.
What We Offer
- Competitive salary and benefits package.
- Opportunities for career growth and development.
- Collaborative and dynamic work environment.
- Recognition and rewards for outstanding performance.
- Professional development opportunities, including training and coaching.
