Customer Support Team Leader Job Description Template
Our company is looking for a Customer Support Team Leader to join our team.
Responsibilities:
- conduct warranty investigations and efficiently advise in accordance to the company’s warranty and customer service terms;
- support heads of departments with customer requirements;
- assist the customer support supervisor with work-flow and resource planning;
- provide a key escalation point for customers;
- Effectively and promptly managing your team’s performance, both as a team and individually;
- Being a role model for the company’s values, behaviours and ways of working;
- Motivating and inspiring your team to deliver exceptional customer service;
- Maintain monitoring information to facilitate efficient case handling, detailed reporting and forecasting of workloads;
- Provide expert support to other business areas, including review of processes and resolution of complex complaints;
- Bringing the team together so you get the best out of them as a group – using all of their skills;
- Using management information and performance data to improve your team’s performance and results;
- Creating an environment where your team are empowered to put the customer first and propose practical solutions;
- Create accountability for the team in order to achieve customer service standards;
- Lead a team through a change process in order to meet strategic objectives;
- Play an active role in shaping the operations contact and service strategy.
Requirements:
- Able to work under pressure;
- Good writing skills;
- Excellent communication and listening skills;
- Team Player;
- Previous team leader/supervisory skills;
- Able to successfully coach and develop your team;
- Good problem solving skills;
- An understanding of property maintenance would be an advantage;
- Excellent customer service skills;
- Ensuring targets are delivered;
- Able to build strong relationships with other departments and customers.