Customer Service Inbound Team Leader at Kilimall

Responsibilities for the Customer Service Team Leader Job

• To manage the inbound team
• answer calls and respond to emails
• handle customer inquiries both telephonically and by email
• research required information using available resources
• manage and resolve customer complaints
• provide customers with product and service information
• enter new customer information into system
• update existing customer information
• process orders, forms and applications
• identify and escalate priority issues
• route calls to appropriate resource
• follow up customer calls where necessary
• document all call information according to standard operating procedures
• complete call logs
• produce call reports

Qualifications for the Customer Service Job

• College diploma or equivalent
• Proficient in relevant computer applications
• Required language proficiency
• Knowledge of customer service principles and practices
• Knowledge of call center telephony and technology
• Some experience in a call center or customer service environment
• Good data entry and typing skills
• Knowledge of administration and clerical processes

Key Competencies

• Verbal and written communication skills
• Listening skills
• Problem analysis and problem solving
• Customer service orientation
• Organizational skills
• Attention to detail
• Judgment
• Adaptability
• Team work
• Stress tolerance
• Resilience