Customer Care Team Leader
Customer Care Team Leader
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Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
The Customer Care Team Leaders mission is to ensure a seamless and efficient handlement of reactive interaction that come through our support channels (phone chat and mailing) aiming to ensure high levels of CSAT and an effective First Call Resolution while mantaining an exceptional customer experience. This role involves leading a team dedicated to understanding client needs detecting main problems and providing solutions scaling product issues or feedback and achieving Customer Care metrics while fostering a culture of continuous improvement and exceptional service.
Responsabilities
Manage mentor and develop a team of customer care specialists providing guidance to ensure client satisfaction and team cohesion.
Set clear performance expectations and goals conduct regular performance reviews and support professional growth.
Design and implement an effective KPIs scheme that aligns with company objectives client needs and best practices evolving on our dynamic agenda.
Our main focus will always be driven by our FCR and our customers refine interactionhandling processes to improve speed and quality of service.
Act as a point of escalation for complex client issues ensuring timely and satisfactory resolution.
Build strong relationships with our customers and produce interactions with the highest standards to ensure Customer Care ongoing success.
Build strong relationships with our internal and external stakeholders (Finance Ops Sales Customers etc. and maintain regular communication to ensure Customer Cares ongoing success.
Collaborate with our internal Stakeholders (Sales Product Operation Support etc) to ensure prompt implementations and a cohesive approach to client support.
Gather and relay client feedback to relevant departments for product and process enhancements.
Utilize analytics to track team progress and measure the effectiveness of programs and initiatives.
Prepare and present regular reports on customer care metrics and client feedback to management.
Qualifications :
English advanced (must have)
Excel / GSheets
Managing BI Tools (Tableau / Looker)
Managing WFMCRMs (Hubspot Salesforce Notion)
GSuitePMTs (Asana Trello Monday ClickUp)
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
