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Customer Service Operations Lead
2 weeks ago
This is a challenging opportunity to lead and elevate our customer service operations.
- Team Leadership & Development:
- Lead, mentor, and motivate a team of customer service specialists.
- Manage the full employee lifecycle for your team.
- Provide daily direction, constructive feedback, and coaching.
- Customer Service Strategy & Process Improvement:
- Develop, implement, and regularly review customer service policies, programs, and procedures.
- Analyse key performance metrics to drive operational efficiency.
- Liaise closely with technical, sales, and warehouse teams.
- Technical Customer Relations & After-Sales Support:
- Plan and implement robust after-sales service initiatives.
- Act as a key point of contact for escalated customer issues.
- Work collaboratively with service agents and internal organisational units.
Key Skills & Experience Required:
- A minimum of 1+ years of experience in customer service management or team leadership role.
- Proven Bachelor Degree or Equivalent.
- Proven experience in developing and implementing customer service procedures.
- Exceptional communication and interpersonal skills.
- A proactive, problem-solving mindset.
