About the Customer Service Lead Position

We are looking for an experienced, passionate and results driven Customer Service Team Leader to motivate, coach, train, and inspire our customer Service Team. Your goal is to provide high quality customer service to customers to ensure smooth flow of inquiries and complaints through effectively managing a team made up of customer service agents.

In order to ensure a professional approach in dealing with our customer, the leader creates and implements an effective mode of operation in line with the organization objective to ensure that team members stay focused in administering their duties.

Customer Service Lead Responsibilities

  • Help us create targets for individuals and teams
  • Oversee the hiring, orienting, and training of the customer experience team
  • Conduct surveys to gather information on customer opinion of rendered services
  • Give constant direction to team members to ensure that all customer inquiries are rightfully attended to on time and in the best way possible
  • Ensure that all equipment and devices needed by the customer team members are available and in good condition to enable smooth flow of operations and customer satisfactions
  • Delegate different customer service duties to team members to ensure a faster and smoother flow of operations
  • Organize training programs for customer experience representatives in order to update their job knowledge and enhance their skills
  • Create and implement work procedures that will enhance the organization and departmental service delivery, operating procedures and standards
  • Define and track leading customer success KPIs and goals that continue to align with our purpose of providing an exceptional customer experience and reflects our mission and values

Customer Service Lead Requirements

  • 2+ Proven years of experience as a Customer Service lead or similar supervisory role
  • Showcase good leadership skills
  • Experienced in building CX teams, infrastructure, processes, metrics and KPI's
  • Strong communication and people management skills