Job Description Position Title : Customer Service Team Leader Reports to : Head of Operations Key Relationships : Customer Service Team in APAC Manages and leads both insourced and outsourced teams.
Communicates company goals, safety practices, and deadlines to team. Motivates team members and assesses performance. Provides help to management, including hiring and training, and keeps management updated on team performance. Job Responsibilities :
Supports manager with managing the Customer Service Team.
Responsible for main KPIs such as Service Levels, Satisfaction, NPS and Staffing.
Provides encouragement to team members, including communicating team goals and identifying areas for new training or skill checks
Assists management with hiring processes and new team member training
Answers team member questions, helps with team member problems, and oversees team member work for quality and guideline compliance
Communicates deadlines and performance improvement goals to team members
Develops strategies to promote team member adherence to company regulations and performance goals
Conducts team meetings to update members on best practices, new features and continuing expectations
Provides quality customer service, including interacting with customers, answering customer enquiries, and effectively handling customer complaints
Skills & Personal Qualities :
Team Leadership Experience
3+ Years of Experience working with Customer Service or Customer Success
Experience using ticketing Software such as Zendesk, Intercom, Freshdesk
Strong English Oral and Written Communication Skills
Employee Training Experience
Strong Relationship Building
Customer Service Skills