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Customer Service Team Lead

2 months ago

Sharjah, Sharjah, United Arab Emirates Ali And Sons Holding L.L.C Full time
Job Summary:

We are seeking a highly skilled and experienced Customer Service Team Lead to join our team at Ali And Sons Holding L.L.C. As a key member of our customer service department, you will be responsible for leading a team of call center representatives and ensuring that our customers receive exceptional service.

Key Responsibilities:
  • Hiring and Training: Recruit, train, and develop a team of customer service representatives to ensure they have the skills and knowledge needed to provide excellent service to our customers.
  • Coaching and Development: Provide ongoing coaching and feedback to representatives to help them improve their performance and achieve their goals.
  • Team Leadership: Lead and motivate a team of representatives to achieve exceptional service levels and meet or exceed performance targets.
  • Process Improvement: Analyze call center data and identify opportunities for process improvement to increase efficiency and customer satisfaction.
  • Reporting and Analysis: Prepare and present regular reports to management on call center performance, including metrics such as service levels, first call resolution, and customer satisfaction.
  • Customer Escalations: Handle customer escalations and complaints in a professional and timely manner, working with representatives to resolve issues and ensure customer satisfaction.
  • Team Meetings: Lead regular team meetings to discuss performance, provide feedback, and set goals and objectives.
Requirements:
  • Proven experience in a customer service leadership role, preferably in a call center environment.
  • Excellent communication and interpersonal skills, with the ability to motivate and lead a team.
  • Strong analytical and problem-solving skills, with the ability to analyze data and identify opportunities for process improvement.
  • Ability to work in a fast-paced environment and prioritize multiple tasks and responsibilities.
  • High school diploma or equivalent required; bachelor's degree in a related field preferred.