Ensures day to day operations of customer service teams in call center, reception and digital correspondence is executed in a professional and effective manner to achieve higher customer satisfaction and business growth.

Main Duties and Responsibilities:

• Oversee the daily operations of the Customer Service teams, ensuring prompt and efficient handling of customer inquiries, complaints, and requests.

• Monitor team performance metrics, such as response times, first call resolution, and customer satisfaction scores.

• Lead and motivate the Customer Service team to deliver exceptional service and achieve performance targets.

• Provide coaching, training, and performance feedback to team members.

• Build strong relationships with customers and act as a point of escalation for complex issues.

• Ensure timely and accurate resolution of customer concerns.

• Identify opportunities for process improvements to streamline customer service workflows and enhance efficiency.

• Implement best practices and standard operating procedures.

• Conduct quality assurance checks on customer interactions to ensure adherence to service standards and company policies.

• Provide constructive feedback and coaching to team members to improve service quality.

• Gather and analyze customer feedback to identify trends, pain points, and areas for improvement.

• Use customer insights to drive service enhancements and product development.

• Prepare and present regular reports on customer service performance and key performance indicators (KPIs) to management.

• Use data-driven insights to make data-informed decisions.

• Collaborate with other teams to address customer needs and concerns.

• Work together on initiatives to improve the overall customer experience.

• Develop and deliver customer service training programs for new and existing team members.

• Ensure team members are equipped with the necessary skills and knowledge to provide exceptional service.

Job Requirements

• Bachelor's degree in Marketing, Communications, or a related field.

• 6 years of customer service experience, of which at least two years in supervisory or team leader roles.

Competencies and Professional skills required

• Proven track record of leading and motivating customer service teams to achieve high levels of customer satisfaction.

• Strong understanding of customer service principles and best practices.

• Excellent communication and interpersonal skills.

• Analytical mindset with the ability to analyze data and draw insights to improve service performance.

• Familiarity with CRM systems and customer service software.

• Demonstrated ability to handle customer escalations and resolve complex issues.

• Strong problem-solving and decision-making skills.

• Leadership qualities with the ability to inspire and develop team members.

Desired Personal Attributes

• Leadership

• Teamwork spirit

• Communication and Interpersonal Skills

• Maturity and Professional Attitude

• Initiative and Motivation.

How to Apply

Are you passionate about making a difference and eager to be part of an organization that believes in the power of collaboration? If you’re driven by the desire to contribute to a team that values every member's unique talents, we want to hear from you!

Why Join Us? 

Collaborative Environment: Our team thrives on mutual respect, open communication, and the exchange of ideas. We believe that every voice matters.

Growth Opportunities: We're committed to your professional development. With us, you'll have access to continuous learning and growth opportunities that will help you reach your full potential.

Impactful Work: Your contributions will directly impact our mission and the communities we serve. You'll be part of something bigger, making a tangible difference.

Let's build a brighter future together. Come, grow with us!

If you believe its you, please apply using THIS LINK