• Team Leadership:

  • Hire, onboard, and train new customer service representatives. 
  • Assign tasks and manage daily operations of the customer service team. 
  • Provide ongoing coaching and mentoring to team members to improve performance. 
  • Conduct regular performance reviews and provide feedback to staff. 
  • Motivate and maintain a positive team morale. 

Customer Service Management:

• • Respond to escalated customer complaints and inquiries. 
  • Resolve complex customer issues and find solutions to ensure customer satisfaction. 
  • Monitor customer service metrics (e.g., call handling time, resolution rate) and identify areas for improvement. 
  • Analyze customer feedback to identify trends and implement necessary changes.

Quality Assurance:

• • Conduct quality assurance checks on customer service interactions to ensure adherence to standards. 
  • Identify and address training gaps based on quality monitoring results. 
  • Implement process improvements to streamline customer service operations. 

Reporting and Analysis:

• • Generate reports on customer service performance metrics to track progress and identify areas for improvement
  • Analyze customer data to identify trends and potential issues
  • Communicate key performance indicators (KPIs) to management 

Required Skills:

• Excellent communication and interpersonal skills
• Strong problem-solving and decision-making abilities
• Ability to lead and motivate a team
• Customer-centric approach with a focus on service excellence
• Strong analytical skills to interpret data and identify trends
• Proficiency in customer relationship management (CRM) systems

• Proven experience in a customer service role with a track record of exceeding customer expectations
• Supervisory experience managing a customer service team
• Knowledge of customer service best practices and quality standards