Customer Service Operations Lead
1 day ago
About the Role:
We are seeking a customer-focused professional to lead our customer service operations. This is an exciting opportunity for someone who thrives in a fast-paced environment and has a passion for delivering exceptional customer experiences.
The ideal candidate will have a strong background in customer service management, excellent leadership skills, and the ability to motivate and develop a team. They will be responsible for overseeing the entire customer journey, from initial inquiry to post-sales support, and ensuring every interaction reinforces our company's reputation for excellence.
Key Responsibilities:
- Lead and develop a team of customer service specialists, fostering a culture of high performance and continuous improvement
- Manage the full employee lifecycle, including recruitment, onboarding, training, performance reviews, and professional development plans
- Provide daily direction, constructive feedback, and coaching to ensure the team is equipped to handle complex technical inquiries and provide accurate, expert advice
- Develop, implement, and regularly review customer service policies, programs, and procedures to enhance the customer experience and ensure alignment with company goals
- Analyse key performance metrics to drive operational efficiency within the customer service centre, implementing solutions to improve call handling times, first-contact resolution, and overall service quality
Requirements:
- A minimum of 1+ years of experience in a customer service management or team leadership role, preferably within a technical industry
- Proven Bachelor Degree or Equivalent
- Proven experience in developing and implementing customer service procedures, SLAs, and performance metrics
- A demonstrated ability to lead, develop, and inspire a team in a fast-paced environment, with a strong focus on coaching and mentorship
- Exceptional communication and interpersonal skills, with the ability to build rapport with clients and liaise effectively with internal technical staff
About Us:
We are a leading provider of customer service solutions, dedicated to helping businesses deliver exceptional customer experiences. Our team is passionate about customer service and is committed to providing the highest level of service to our clients.
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