Customer Service Team Lead
3 days ago
Role Overview:
This contact centre professional will oversee a team of customer service representatives, delivering exceptional service to our valued customers. As a key member of the team, you will be responsible for driving sales growth, improving customer satisfaction, and increasing operational efficiency.
Main Responsibilities:
- Team Leadership: Lead a high-performing team of customer service representatives, setting goals and objectives to drive sales growth and improve customer satisfaction.
- Culture Development: Foster a positive and inclusive work environment, promoting a culture of excellence, innovation, and teamwork.
- Quality Assurance: Conduct quality call evaluations, identifying areas for improvement and implementing corrective actions to maintain high service standards.
- Employee Development: Provide ongoing coaching, mentoring, and training to enhance the skills and knowledge of team members.
- Operational Excellence: Monitor and analyze key performance indicators (KPIs), making recommendations to improve operational efficiency and reduce costs.
- Sales Growth: Develop and implement strategies to increase sales revenue, promoting cross-selling and upselling opportunities to existing customers.
- Communication: Collaborate with internal stakeholders to resolve customer complaints and issues, maintaining open communication channels to ensure seamless delivery of services.
Requirements:
To succeed in this role, you will require strong leadership and interpersonal skills, with the ability to motivate and inspire your team to deliver exceptional results. A minimum of 3 years' experience in a customer-facing role, preferably in a contact centre environment, is essential. Bachelor's degree required. Excellent communication skills in English & Arabic are mandatory.
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