RUSHBRUSH, INC is looking for a Customer Service Team Lead for our call center with high leadership skills, a positive attitude, and fluency in English.
Key Responsibilities:
Leadership & Team Management:
• Supervise and support Customer Service Team Leaders, ensuring they meet performance goals and service standards.
• Act as a bridge between the Customer Service Manager and Team Leaders, ensuring smooth communication and alignment with company objectives.
• Provide mentorship, coaching, and ongoing development for Team Leaders to enhance their leadership skills.
• Monitor team performance and address any challenges impacting efficiency or customer satisfaction.
2. Brand-Specific Management:
• If a new brand is launched, each Senior Team Leader will take full responsibility for managing the customer service operations of that brand.
• Ensure that brand-specific customer service strategies are implemented effectively and aligned with the company’s vision.
• Work closely with marketing, sales, and operations teams to understand brand-specific requirements and customer expectations.
3. Performance Monitoring & Reporting:
• Track and analyze key performance metrics (KPIs) for Team Leaders and their respective teams.
• Provide regular performance reports and insights to the Customer Service Manager.
• Implement strategies to improve service quality, reduce response times, and enhance customer satisfaction.
4. Process Improvement & Problem Solving:
• Identify operational inefficiencies and propose process improvements to enhance customer service delivery.
• Address escalated customer complaints, ensuring quick and effective resolution.
• Develop action plans to handle peak seasons, high-volume inquiries, and crises.
5. Training & Development:
• Ensure Team Leaders are well-trained and equipped with the necessary skills to manage their teams effectively.
• Conduct periodic training sessions on customer handling, conflict resolution, and process updates.
• Collaborate with HR and the training department to develop learning materials and workshops for continuous team improvement.
6. Cross-Functional Collaboration:
• Work closely with other departments (Operations, Sales, Marketing, and Product teams) to ensure alignment on customer service goals.
• Provide feedback from customers to relevant departments for product and service improvements.
• Participate in strategic meetings to discuss customer service trends and future improvements.
Knowledge:A Bachelor's degree is a must.Minimum 4-5 years of experience in customer service, with at least 2 years in a leadership role (Team Leader, Supervisor, or similar). Proven experience handling customer complaints, including resolving conflicts with professionalism and empathy.Familiarity with ticketing systems, customer relationship management (CRM) platforms, and social media management tools.Excellent command of English.Skills:Exceptional communication and interpersonal skills.Strong leadership and people management skills.Excellent problem-solving skills and a results-driven mindset.Adaptability to manage customer service for multiple brands.Strong analytical skills with experience in performance monitoring and reporting.Ability to handle escalations and resolve customer issues efficiently.Ability/Attitude:- Punctual.- Flexible.- Positive.- Team player with a proactive attitude.