Customer Service Team Leader

2 days ago


Karachi, Sindh, Pakistan beBeeLeadership Full time 1,200,000 - 1,500,000
Job Title:

Customer Service Team Leader

 

About the Role:

We are seeking an experienced Customer Service Team Leader to oversee the daily operations of our offshore call centre in Karachi. The ideal candidate will possess excellent leadership skills, strategic thinking, and effective communication abilities.

 

Key Responsibilities:
  1. Establish and manage the call centre infrastructure, including equipment sourcing and resource planning.
  2. Lead a team of customer service representatives, providing guidance and support to ensure exceptional customer experience.
  3. Conduct needs assessments, performance reviews, and cost-benefit analyses to drive business growth.
  4. Ensure seamless communication and data recording throughout the organisation.
  5. Offer expert advice on products and services available, enhancing customer satisfaction.
  6. Monitor calls to improve quality, reduce errors, and track operational and sales performance.
  7. Review staff performance, identify training needs, and plan development sessions.
  8. Record statistics for agent ratings and centre performance levels.
  9. Prepare reports on these statistics, ratings, and performance levels.
  10. Resolve complex customer complaints or enquiries effectively.
  11. Organise shift patterns and staff allocation to meet demand.
  12. Provide weekly and monthly reports on customer ratings for presales, aftersales, and operations support.


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