- Oversee the day-to-day operations of our customer service team.
- Develop and implement customer service policies and procedures.
- Monitor customer service representatives’ performance and provide ongoing coaching and feedback.
- Resolve customer complaints and inquiries in a timely and efficient manner.
- Analyze customer service trends and recommend improvements.
- Train and onboard new customer service representatives.
- Monitor customer service representatives’ adherence to company policies and procedures.
- Ensure customer service representatives maintain a high level of customer service.
- Review all documents sent from customer service team to customers to ensure accuracy and error free documentation.
- Foster an environment of collaboration and teamwork among customer service representatives.
Bachelor’s Degree in Business Administration or any related field.Proven work experience as a Customer Service team leader or supervisor.In-depth knowledge of performance metrics.Excellent communication and leadership skills.Organizational and time-management skills.Decision-making skills.