Customer Services Team Leader

The Customer Services Team Leader is responsible for leading a team of customer service representatives to deliver exceptional service and support to clients. This role involves managing team performance, fostering a positive work environment, and ensuring customer satisfaction through effective relationship management and process improvement.

Key Responsibilities:

• Inspire and empower a team of customer service representatives, guiding them towards success.
• Set clear performance goals, provide regular feedback, and conduct performance evaluations to drive continuous improvement.
• Cultivate a positive and collaborative team environment that fosters growth and teamwork.

Customer Relationship Management:

• Build and nurture strong relationships with clients, ensuring their needs and concerns are addressed promptly and effectively.
• Resolve escalated customer issues and consistently deliver exceptional customer satisfaction.
• Analyze customer feedback to identify areas for improvement and implement strategies to enhance service quality.

Process Improvement:

• Identify opportunities to streamline and enhance customer service processes, maximizing efficiency.
• Develop and implement efficient procedures for handling inquiries, complaints, and requests.
• Monitor key performance indicators (KPIs) and devise strategies to surpass targets.

Training and Development:

• Provide continuous training and coaching to customer service team members, enabling their growth and success.
• Ensure team members possess comprehensive product knowledge and are well-versed in company policies.
• Promote a culture of continuous learning and personal development.

Data Analysis and Reporting:

• Analyze customer service data to identify trends, improvement opportunities, and actionable insights.
• Prepare regular reports on team performance, customer feedback, and relevant metrics.
• Work closely with other departments, such as Sales and Product Development, to effectively communicate customer needs and feedback.
• Collaborate on cross-functional projects to elevate the overall customer experience.

Requirements:

• Proven experience in a customer service leadership role.
• Strong communication and interpersonal skills.
• Excellent problem-solving abilities.
• Ability to analyze data and generate insights.
• Proficiency in customer service software and tools.
• Commitment to continuous improvement and team development.
• Preferably candidates with Fin-Tech experience.