Responsibilities:
- Lead and manage a team of customer service representatives, including training, coaching, and performance evaluation.
- Develop and implement strategies to improve customer service efficiency and effectiveness.
- Monitor team performance metrics and KPIs, and provide regular reports to management.
- Handle escalated customer inquiries and complaints, ensuring timely and satisfactory resolution.
- Collaborate with other departments, such as Sales and Product Development, to address customer issues and improve overall customer experience.
- Conduct regular team meetings to communicate goals, updates, and best practices.
- Stay up-to-date with industry trends and customer service best practices, and implement relevant changes to improve service quality.
- Foster a positive and supportive work environment that encourages teamwork, creativity, and professional growth.
Bachelor's degree.Proven experience (4 years) in a customer service role, with at least 2 years in a leadership or supervisory capacity.Strong leadership and interpersonal skills, with the ability to motivate and inspire a team.Excellent communication skills, both written and verbal.Demonstrated ability to handle difficult customer situations with professionalism and empathy.Proficiency in CRM software and other customer service tools.Ability to analyze data, identify trends, and make data-driven decisions.Customer-focused mindset with a passion for delivering exceptional service.