Customer Service Team Lead
MyDeal.com.au
- Pasig City, Metro Manila
- Permanent
- Full-time
- Lead, mentor, and coach a team of customer service representatives, providing guidance and support to ensure a high level of performance.
- Set clear performance goals and expectations for the team and conduct regular performance evaluations.
- Conduct regular team meetings and provide ongoing training and development opportunities to enhance skills and knowledge.
- Handle employee issues, including performance concerns, conflict resolution, and disciplinary actions when necessary.
- Ensure that all customer inquiries, concerns, and complaints are addressed promptly and effectively, maintaining a high level of customer satisfaction.
- Monitor customer service channels, including phone, email, chat, and social media, and ensure that responses are timely, accurate, and in line with company policies and guidelines.
- Develop and optimize customer service processes and workflows to improve efficiency and productivity.
- Analyze customer service metrics and KPIs, such as response times, first contact resolution, and customer satisfaction scores, and take necessary actions to meet or exceed targets.
- Prepare regular reports on customer service performance, including key metrics, trends, and customer feedback, and present findings to management.
- Identify areas for improvement and implement strategies to enhance customer service operations based on data-driven insights.
- Availability and willingness to work full-time on-site is required.
- Proven experience in a customer service supervisory or management role, preferably in an e-commerce environment.
- Strong leadership and team management skills, with the ability to motivate and inspire a team.
- Excellent communication skills, both verbal and written, with the ability to interact effectively with customers and team members.
- Flexibility to work in a fast-paced, dynamic environment and adapt to changing priorities.
- Able to prioritize and time manage workload.
- Experience with Zendesk ticketing software and eCommerce is a plus.