Customer Service Team Lead
Job Summary
The Customer Service Team Lead is responsible for managing and coaching the support team to ensure high performance. This role involves resolving escalated customer issues and analyzing data to enhance overall customer satisfaction. The ideal candidate will utilize CRM tools and Excel to streamline operations and improve team efficiency.
Responsibilities
- Lead and manage customer service team
- Monitor performance and provide feedback
- Resolve escalated customer issues
- Analyze data and create performance reports
Required Skills
- Team leadership and coaching
- Conflict resolution
- Proficiency in Excel
- CRM software experience
Job Details
KEY RESPONSIBILITIES:
- Lead, coach, and manage the customer service team.
- Monitor team performance and give feedback to help them improve.
- Fix escalated customer concerns quickly and professionally.
- Create plans to improve customer satisfaction and team speed.
- Make reports and analyze data using Excel.
- Use CRM tools to track and manage customer interactions.
- Work with other departments to make customer experience better.