Customer Service Team Leader at Frank Management Consult Ltd

Roles & Responsibilities:

• Recruit, train, and mentor customer service representatives.
• Set performance goals and track team performance.
• Provide regular feedback and coaching to team members.
• Address employee issues and concerns.
• Handle escalated customer complaints and issues.
• Develop and implement strategies to improve customer satisfaction.
• Analyze customer feedback and identify areas for improvement.
• Monitor customer service metrics and identify trends.
• Identify and implement process improvements to enhance customer service efficiency and effectiveness.
• Develop and maintain customer service procedures and guidelines.
• Ensure adherence to company policies and procedures.
• Communicate effectively with customers, team members, and other departments.
• Collaborate with other departments to address customer issues and improve the overall customer experience.
• Investigate and resolve complex customer issues.
• Develop creative solutions to customer problems.
• Escalate issues to appropriate personnel when necessary.
• Implement strategies to improve customer retention.
• Identify and address customer churn.
• Build strong customer relationships.

Minimum Requirments:

• Diploma in business-related courses or related field
• 4-5 Years working experience in customer service building and supervising a teams.
• Proven customer support experience or experience as a Client Service Representative
• Track record of achieving targets
• Strong phone contact handling and active listening skills
• Familiarity with CRM systems will be added advantage