
Customer Service Lead Job Description
2 days ago
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We are seeking a highly motivated and results-driven professional to fill the position of Customer Service Lead. This role requires a strong understanding of customer service principles, effective communication skills, and the ability to motivate and lead a team.
">Responsibilities:
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- Lead and direct a team of customer service representatives to achieve sales targets, resolve customer complaints, and provide exceptional customer experiences.">
- Develop and implement strategies to improve customer satisfaction, retention, and loyalty.">
- Collaborate with cross-functional teams to drive business growth, improve processes, and ensure compliance with regulatory requirements.">
- Conduct regular performance reviews, provide coaching and feedback, and develop action plans to enhance team member skills and knowledge.">
- Maintain accurate records, reports, and metrics to track customer interactions, service levels, and key performance indicators (KPIs).">
- Identify areas for improvement and recommend changes to policies, procedures, and processes to increase efficiency, productivity, and customer satisfaction.">
- Build relationships with customers, colleagues, and stakeholders to foster a culture of collaboration, respect, and open communication.">
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- Bachelor's degree in Business Administration, Marketing, or a related field.">
- Minimum 4-5 years of experience in customer-facing roles, preferably in leadership positions.">
- Proven track record of delivering excellent customer service, improving customer satisfaction, and driving business growth.">
- Strong leadership, communication, and interpersonal skills.">
- Ability to analyze data, identify trends, and develop actionable insights.">
- Excellent problem-solving, time management, and organizational skills.">
- Familiarity with CRM systems, SAP, and OTC processes is an asset.">
- Service excellence competencies, including empathy, adaptability, and responsiveness.">
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