Customer Service Team Leader
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Job Summary
Supervise support and coach a team of customer service representatives to meet individual and team KPIs.
Monitor daily operations and ensure prompt and professional customer support across all communication channels.
Handle escalated customer issues and provide effective resolutions.
Conduct regular performance evaluations feedback sessions and training initiatives to improve team skills.
Ensure compliance with customer service policies procedures and quality standards.
Analyze customer feedback and service data to identify trends suggest improvements and report on team performance.
Collaborate with other departments to resolve cross-functional issues affecting customer satisfaction.
Bachelor s degree in Business Communications or a related field (preferred).
Minimum of 2 years of experience in a team leader/supervisory role within a customer service environment.
Strong leadership coaching and conflict-resolution skills.
Proficient in using CRM systems helpdesk software and Microsoft Office tools.
Ability to work under pressure manage priorities and drive team performance.
Customer-oriented mindset with a passion for delivering exceptional service.
Key Skills
- Cement Plant
- Account Payable
- Bidding
- Electrical Engineering
- Kpo
- Architecture
