Customer Service – Team Lead

The Customer Service Team Lead is responsible for overseeing the daily operations of the customer service team, ensuring consistent delivery of high-quality service and compliance with company standards. This role plays a key part in improving customer satisfaction, supporting team development, and improving efficiency through effective coordination with sales and operations teams.

Duties and responsibilities

Key Responsibilities:

1. Team Management:

1. Manage and supervise a team of customer service representatives, ensuring adherence to service quality guidelines.
2. Organize schedules and allocate tasks to optimize team performance.
3. Conduct timely and constructive performance evaluations.

2. Training & Development:

1. Train new employees on customer service policies, procedures, and best practices.
2. Provide continuous coaching and mentoring to improve individual and team capabilities.

3. Customer Interaction Oversight:

1. Monitor calls, emails, and customer interactions to ensure compliance with company standards.
2. Guide representatives in handling escalated inquiries, complaints, or complex issues.

4. Performance Reporting:

1. Collect and analyze data on customer inquiries and complaints.
2. Prepare monthly reports summarizing team performance and service metrics.

5. Process & Service Improvement:

1. Identify gaps in current procedures and recommend improvements to enhance customer service delivery.
2. Ensure the team is regularly updated on changes to company products, services, and policies.

6. Coordination & Operational Support:

1. Collaborate with the sales and operations teams to ensure efficient stock allocation in SAP in line with company policy.
2. Monitor and ensure timely and accurate product pricing amendments.

7. Disciplinary Management:

1. Manage employee discipline matters in line with company policy.

8. Other Duties:

1. Perform other related duties as assigned by management.

Qualifications

1. Bachelor’s degree in management, Administration, Marketing, Communications, or a related field.
2. 2-4 years of experience in Customer Service or Planning & Purchase, preferably within the automotive or trading industry.
3. Proven working knowledge of ERP systems, especially SAP.
4. Proficiency in Microsoft Office, particularly Excel.
5. Excellent management and supervisory skills.
6. Strong verbal and written communication abilities.
7. In-depth knowledge of customer service principles and procedures.
8. High level of organization and attention to detail.
9. Ability to manage difficult customer interactions with professionalism.
10. Capable of coaching and mentoring team members.
11. Awareness of Integrated Management System (IMS) policies.
12. Understanding of safety, health, and environmental controls relevant to the role.