As a Customer Service Leader at Safaria, you will play a pivotal role in ensuring customer satisfaction, building brand loyalty, and overseeing the online customer support team. You will be responsible for managing customer inquiries, resolving issues, and maintaining a high level of service excellence in alignment with Safaria's mission and vision.
Key Responsibilities:
1. Lead and supervise the online customer support team, ensuring efficient and effective communication with customers.
2. Manage customer inquiries, feedback, and complaints received through online channels, such as email, chat, and social media.
3. Develop and implement customer service policies, procedures, and standards to optimize the customer experience.
4. Monitor service quality metrics, evaluate team performance, and provide coaching to enhance customer support skills.
5. Collaborate with other departments to address customer concerns, escalate issues as needed, and follow up on resolutions.
6. Analyze customer feedback and data to identify trends, areas for improvement, and opportunities to enhance services.
7. Work closely with the marketing and sales teams to align customer service strategies with business goals and objectives.
8. Provide regular reports on customer service performance, KPIs, and trends to senior management.
9. Stay updated on industry trends, best practices, and technologies related to online customer service to drive innovation and continuous improvement.
10. Uphold Safaria's values of customer-centricity, excellence, and integrity in all customer interactions and service delivery.
Proven experience in a customer service leadership role, preferably in an online environment. Strong communication skills, both written and verbal, with the ability to interact effectively with customers and team members.Excellent problem-solving abilities and decision-making skills to address complex customer issues. Proficiency in using online customer service platforms, software, and tools.Ability to multitask, prioritize tasks, and work under pressure in a fast-paced environment.Leadership qualities, including team management, coaching, and motivation skills.Analytical mindset with experience in data analysis and reporting.Customer-oriented mindset with a passion for delivering exceptional customer service.Bachelor’s degree in business administration, marketing, or relevant field (preferred).Certification in customer service management or related field (a plus).