Customer Service Team Lead
Job Summary
We are seeking a dynamic and results-driven Customer Service leader to oversee front-line team operations. You will be responsible for ensuring exceptional service standards, driving customer satisfaction, and optimizing department processes. The ideal candidate is a strategic leader who excels in coaching teams and managing client relationships in a fast-paced environment.
Responsibilities
- Lead and mentor customer service team
- Oversee daily department operations
- Manage major client account relationships
- Analyze KPIs and implement process improvements
- Collaborate across internal departments
Required Skills
- Bachelor's degree in Business/Management
- 2+ years team leadership experience
- CRM software proficiency
- Strong analytical and communication skills
- Operational process management
Job Details
Job Responsibilities:
1. Team Leadership & Development
- Lead, mentor, and motivate a team of customer service professionals to achieve excellence in service delivery.
- Foster a culture of accountability, continuous improvement, and a customer-centric mindset.
- Conduct regular coaching sessions and performance reviews to develop team capabilities in sales lead management, proposal generation, and service order processing.
2. Operational Excellence & Service Delivery
- Oversee the daily operations of the customer service department, ensuring efficient and timely resolution of all customer inquiries, issues, complaints, and escalations.
- Maintain rigorous standards for data integrity within customer records, service documentation, and filing systems.
- Champion the adoption of new systems and digital tools to enhance service efficiency and effectiveness.
3. Key Account & Relationship Management
- Manage relationships with major client accounts, ensuring contract compliance, conducting regular service reviews, and acting as the primary point of escalation.
- Utilize annual survey data and ongoing feedback to strengthen client partnerships and drive retention.
4. Performance Analysis & Process Improvement
- Develop, monitor, and report on departmental KPIs and service level agreements.
- Analyze customer feedback, service trends, and complaint data to identify root causes and lead targeted improvement initiatives.
- Prepare and present comprehensive monthly performance and operational reports to key stakeholders.
- Maintain and continuously update Standard Operating Procedures (SOPs), the department manual, and training programs.
5. Cross-Functional Collaboration
- Partner closely with the Business Development team to align service delivery with sales promises and customer expectations.
- Serve as the key liaison with Logistics, Operations, Service, and Global teams to resolve issues and ensure a seamless end-to-end customer experience.
- Provide data-driven insights to support strategic decisions across departments.
Requirements:
- Bachelor’s degree in Business Administration, Management, or a related field.
- Minimum of 2 years of experience in a supervisory or team leadership role within Customer Service.
- Proven track record in managing team performance, client relationships, and operational processes.
- Strong analytical skills with the ability to translate data into actionable strategies.
- Excellent communication, interpersonal, and problem-solving skills.
- Proficient in CRM software and Microsoft Office Suite; experience with digital transformation projects is a plus.