Job Description

• Supervise, coach, and mentor a team of customer service representatives to ensure excellent customer service
• Monitor team and individual performance metrics, identify areas for improvement, and implement strategies to enhance productivity and customer satisfaction
• Develop and deliver training programs to upskill team members and keep them informed of product/service updates
• Troubleshoot complex customer issues and provide guidance to team members on handling difficult scenarios
• Collaborate with other departments to share customer feedback and work towards process improvements
• Maintain detailed records of customer interactions, team performance, and other relevant data
• Assist with hiring, onboarding, and scheduling of customer service team members
• Identify opportunities for process improvements and implementation of new customer service initiatives
• Promote a positive, collaborative work environment and foster a customer-centric culture

Requirements

• Bachelor’s degree
• Excellent communication and interpersonal skills
• 3+ years of experience in a customer service or contact center environment, with at least 2 years in a leadership or supervisory role
• Strong communication, interpersonal, and problem-solving skills
• Demonstrated ability to manage, motivate, and develop a team effectively
• Excellent customer service orientation and conflict resolution skills
• Excellent command of the English language
• Proficiency in using customer service software, CRM systems, and other relevant technology