Job Description
We are seeking a dedicated Customer Service Team Leader to oversee and enhance the performance of our customer service team. This role involves strategic planning, team management, and continuous improvement of service quality to ensure customer satisfaction and operational efficiency.
Key Responsibilities
- Develop and supervise the implementation of customer service team work plans to align with company goals.
- Manage, supervise, and evaluate the daily work and service quality of customer service personnel to maintain high standards.
- Design and execute customer service training programs to enhance team performance and skills.
- Conduct random checks on customer service chat records to identify and address issues promptly.
- Create and maintain customer service scripts and FAQs to improve conversion rates and service satisfaction.
- Handle customer complaints and emergencies efficiently, leading the team to resolve issues effectively.
- Collaborate with the operations team to meet organizational objectives and ensure seamless service delivery.
Job Requirements
- Proven experience in customer service management or a similar leadership role.
- Strong ability to develop and implement training programs for team improvement.
- Excellent problem-solving skills to handle complaints and emergencies effectively.
- Ability to analyze chat records and service interactions to identify areas for improvement.
- Strong communication and interpersonal skills to foster teamwork and collaboration.
- Experience in creating customer service scripts and FAQs to streamline operations.
- Ability to work closely with the operations team to achieve common goals.
