Customer Support-Team Lead

Educational Description

• Bachelor’s Degree is preferred.
• Should have minimum 2-3 years of work experience in related field.

Job Specification

• Excellent communication and presentation skills.
• Ability to multi-task and manage time effectively.
• Proven customer support experience.
• Familiarity with CRM systems and practices.
• Strong phone contact handling skills and active listening.

Job Description

• Give constant direction to team members to ensure that all customer inquiries are rightfully attended to on time and in the best way possible to give them satisfaction.
• Create better modes of operations to make customer service easier for both team members and customers.
• Give detailed statistical feedback on performance of team members to the management for staff evaluation and reward purposes.
• Provide assistance to team members whom are experiencing difficulties in the discharge of their duties by putting them through and giving them personal coaching.
• Serve as the middleman between the organization and the customer service team members to ensure smooth communication and settling of grievances that may arise in the course of work.
• Customer orientation and ability to adapt/respond to different types of characters.
• Effectively manage large amounts of incoming email/chat/calls.
• Identify and assess customer’s need to achieve satisfaction.
• Build sustainable relationships of trust through open and interactive communication.
• Provide accurate, valid and complete information by using the right methods/tools.
• Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution.
• Keep records of customer interactions, process customer accounts and file documents.