Customer Service Team Leader

The QA Team Leader will oversee, guide, and lead a number of customer service team members within procedures. This is a vital role in providing clients and users with the support they need and ensuring they are treated with the best service and experience in their journey.

Primary Responsibilities

1. Supervising and managing a team of customer service representatives.
2. Monitoring and evaluating the performance of team members to ensure they meet quality standards.
3. Managing customer complaints and ensuring they are resolved in a timely and satisfactory manner.
4. Ensuring that the team adheres to company policies and procedures, including those related to customer service.
5. Motivating and inspiring team members to achieve their goals and targets.
6. Handling escalated customer issues that cannot be resolved by front-line customer service representatives.

Desired Candidate Profile

1. Minimum of 2 years of experience within customer service.
2. Good coaching and leadership skills with the ability to motivate a team.
3. Strong interpersonal and customer service skills.
4. Flexible schedule and open to working on a rotational shift basis, including weekends.
5. Strong communication skills in English, both verbal and written.