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Senior Customer Experience Specialist
5 days ago
As a Team Leader - Customer Success, you will be responsible for leading a team of customer service representatives, ensuring they meet performance targets and provide exceptional customer service. This role involves mentoring, coaching, and supporting agents to achieve individual and team KPIs (Key Performance Indicators).
We are seeking a highly skilled and experienced leader who can motivate and manage a team of customer service representatives in a fast-paced environment. The successful candidate will have excellent verbal and written communication skills, be able to handle complex customer issues, and effectively coach team members to improve productivity.
Key Tasks:
- Manage a team of customer service representatives, ensuring they meet performance targets and provide exceptional customer service.
- Monitor and evaluate agent performance, providing regular feedback and coaching to improve call quality and sales targets.
- Act as the first point of contact for escalated customer issues, resolving complaints efficiently and professionally.
- Generate and present regular performance reports to senior management highlighting key metrics, challenges, and achievements.
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