Customer Service Team Leader acts as team lead for a customer service team that responds to phone or e-mail, non-technical service requests from customers. Responds to and resolves escalated issues and/or unique or complex requests from customers. Being a Customer Service Team Leader monitors daily workflow and ensures that correct procedures are followed. Identifies system and workflow improvements to enhance the team’s efficiency. Additionally, Customer Service Team Leader coaches and guides less experienced team members. May assist manager with scheduling. May be authorized to approve special adjustments or exceptions for a customer. May require a bachelor’s degree or its equivalent. Typically reports to head of a unit/department. The Customer Service Team Leader contributes to moderately complex aspects of a project. Work is generally independent and collaborative in nature. To be a Customer Service Team Leader typically requires 4 to 7 years of related experience.
Customer Service Team Leader Job Description Template
Our company is looking for a Customer Service Team Leader to join our team.
Responsibilities:
- Build strong working relationships across the team;
- Working with the customer service team to ensure that work is completed in accordance to service level agreements;
- Compiling daily activity figures and reports and monthly compliance reports;
- To deliver a cost-effective service within budgeted costs;
- Liaise with the warehouse team regarding orders, priorities, stock;
- To lead and develop team members to reach their potential;
- Work with Sales to ensure conversion of quotations is maximised; through appropriate decision making and review of departmental activities;
- Reporting;
- Lead the Customer Service Team;
- Organise, facilitate and attend customer meetings alongside team members;
- Live chat with customers;
- Responding to queries and proactively handling complaints;
- Staff Management – performance management;
- Delivering first class customer service through email, phone and live chat;
- Liaising on escalated queries and handling any complaints accordingly.
Requirements:
- An engaging personality with excellent communication and proven people management skills;
- IT Literate;
- Inbound/Outbound call experience (preferably Avaya);
- Strong commercial & financial awareness;
- Supervisory office management skills;
- A strong work ethic and can thrive in a busy environment;
- Ability to multi-task and work under pressure;
- Strong Excel skills and knowledge;
- Excellent written and verbal communication skills;
- Experience of working in an insurance environment would be advantageous;
- 3+ years’ experience in customer service;
- 3+ years’ AV/IT Support experience;
- Shares information and knowledge with colleagues;
- Experience of working in a fast paced environment with excellent customer care capabilities;
- Ability to focus and work towards the minimum standards and targets set by the Company.