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Technical Team Lead
3 weeks ago
Take your career to the next level as a Customer Service Manager in our dynamic and fast-paced team. We're on the hunt for a seasoned leader who can drive exceptional results, foster collaboration, and elevate our customer service operations.
Job Description:We are seeking an experienced and dynamic Customer Service Manager to lead and elevate our client's customer service operations. This pivotal leadership role is designed for hands-on managers who thrive in technical, trade-focused environments.
- Lead, mentor, and motivate a team of customer service specialists, fostering a culture of high performance, continuous improvement, and technical knowledge sharing.
- Manage the full employee lifecycle for your team, including recruitment, onboarding, training, performance reviews, and professional development plans.
- Provide daily direction, constructive feedback, and coaching to ensure your team is equipped to handle complex technical inquiries and provide accurate, expert advice.
- 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.
- A minimum of 1+ years of experience in a customer service management or team leadership role, preferably within the automotive, trade, or related technical industry.
- Bachelor degree or equivalent.
- Proven experience in developing and implementing customer service procedures, SLAs, and performance metrics.
