
Lead Customer Service Specialist
7 days ago
We are seeking a Lead Customer Service Specialist to join our team. As a key member of our organization, you will be responsible for leading our customer support team in delivering exceptional service to our customers.
About the RoleThe ideal candidate will have a strong background in customer service, with a minimum of 5 years of experience in a managerial or leadership role. They will be responsible for overseeing daily customer interactions across all communication channels (calls, emails, CRM platforms) and ensuring timely and professional communication with customers to resolve issues and provide updates.
You will also be responsible for monitoring and optimizing response times, resolution rates, and overall customer satisfaction. Additionally, you will be required to identify inefficiencies in the support process and implement improvements to enhance productivity.
Key Responsibilities- Team Leadership & Performance Management
- Customer Support Operations
- KYC Compliance & Policy Adherence
- Process Optimization & Reporting
- Dispute & Escalation Management
- Technology & Tools Management
To be successful in this role, you will need:
- 5+ years of experience in customer service, with at least 2 years in a managerial or leadership role.
- Strong communication and interpersonal skills with a customer-first mindset.
- Experience in high-volume customer support environments, ideally in industries like car rental, financial services, logistics, or e-commerce.
- Proficiency in CRM systems, call center tools, and ticketing platforms (e.g., Freshdesk, Maqsam, Zendesk, or similar).
- Strong problem-solving abilities and ability to handle escalations effectively.
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