Lead CSO / Assistant Manager, Customer Services

Key Responsibilities

1. Team Leadership
   - Supervise, mentor, and provide guidance to customer service associates.
   - Monitor team performance and provide constructive feedback.
   - Assist in scheduling and workload distribution.
2. Customer Support Management
   - Handle escalated customer inquiries and complaints in a professional and timely manner.
   - Ensure customer issues are resolved effectively and to their satisfaction.
   - Maintain a deep understanding of products/services to provide accurate information.
   - Conduct regular reviews of customer service metrics (e.g., response times, resolution rates, satisfaction scores).
   - Develop and implement strategies to achieve performance targets and improve service delivery.
3. Process Operational Improvement
   - Identify areas for process improvement and recommend solutions.
   - Assist in developing and updating customer service procedures and policies.
   - Collaborate with other departments to enhance customer experience.
   - Monitor communication channels (phone, email, chat) to maintain response time and quality standards.
4. Training and Development
   - Train new associates on customer service protocols and company policies.
   - Conduct regular training sessions to keep the team updated on new products and services.
5. Collaboration & Coordination Reporting
   - Track and analyze key performance metrics (e.g., response time, resolution rate, customer satisfaction).
   - Prepare reports for management, highlighting trends and areas of improvement.
   - Act as a point of contact between the customer service team and senior management, sharing insights and updates.
   - Work closely with cross-functional teams (e.g., Sales, Marketing, Logistics) to resolve customer-related issues.
6. Compliance & Standards
   - Ensure adherence to company policies, service standards, and regulatory requirements.
   - Stay updated on industry best practices and customer service innovations to maintain competitive service standards.

Experience:

Senior Lead Cso: Minimum 4 years in a customer service role, with at least 1 year in a leadership position.

Assistant Manager CS: Minimum 6 years in a customer service role, with at least 2 years in a leadership position.

Senior Lead Cso Skills:

1. Strong interpersonal and communication skills.
2. Problem-solving and conflict-resolution abilities.
3. Proficiency in CRM systems and Microsoft Office Suite.
4. Ability to multitask and manage time effectively.

Assistant Manager CS Skills:

1. Leadership and team management skills.
2. Strong problem-solving and decision-making abilities.
3. Excellent verbal and written communication skills.
4. Proficiency in CRM software and Microsoft Office Suite.
5. Analytical mind-set with the ability to interpret data and drive improvements.

Senior Lead Cso Key Competencies:

1. Customer-focused mind-set.
2. Team management.
3. Adaptability and resilience under pressure.
4. Attention to detail and organizational skills.

Assistant Manager CS Key Competencies:

1. Customer-focused approach.
2. Conflict resolution & negotiation skills.
3. Leadership and team management.
4. Ability to multitask and work under pressure in a fast-paced environment.
5. High level of professionalism and attention to detail.