Lead Customer Service Executive (LCSE) at Libra Motors Limited

Job Description

• We are looking for a Lead Customer Service Executive with superior communication skills and a great work ethic to join our team.
• As the Lead Customer Service Executive, you will work directly with team members to meet their needs, answer their questions and provide support. The person in this role must also be a keen note-taker who is adaptable and optimistic.

Key Attributes:

• Leadership - Build capacities within company, transfer knowledge
• Coordination - Manage personnel through different shift, schedules and ensure adequate efficiency.
• Strategic Visionist- Lead team on measurable milestones, create efficiency within the system, create relationship between services and customers.
• Customer Support- Provide quick resolution on issues and questions.
• Executionist & Policy Implementation- Oversee department activities of the company, measure performances.
• Resolve Escalations- Identify issues, queries, review issues to ensure resolution.
• Evaluation- Conduct periodic reviews, evaluate members, monitor performance and note areas for improvement.
• Support Process Improvement- Improve overall organisation efficiency and performance by identifying opportunities.
• Process Validation- Implement measures to ensure technology processes meets timelines.

Requirements

• Proven high customer support experience
• Track record of over-achieving quota or expectations
• Strong phone contact handling skills and active listening
• Familiarity with CRM systems and practices
• Customer orientation and ability to adapt/respond to different types of characters
• Excellent communication and presentation skills
• Ability to multi-task, prioritize, and manage time effectively

Qualifications

• Bachelor degree (Marketing, Psychology, Sociology).
• Professional membership of Chartered institute of customer relationship management shall be an added advantage.