Team Lead, Customer Service at Norrenberger Financial Group

Job Description

• A customer service team lead supports a company’s customer service activities by directing and overseeing team members, resolving and escalating customer questions or complaints to appropriate departments, and developing programs and procedures to enhance productivity and performance.

Job Responsibilities

• Coordinate Customer Service Team.
• Respond to customer’s enquiries via phone, emails and in person.
• Create and maintain customer’s data and reports thoroughly, including notes and personal interactions.
• Monitor and measure customer satisfaction.
• Develop surveys to stay up to date with client satisfaction.
• Make recommendations to management to improve customer experience.
• Develop a good rapport with customers.
• Submit a weekly report of all activities carried out to the up line manager.
• Conversant in products and services offered by the organization and encourage the customers to try new products and services.
• Act as a point of contact between the manager and customers.
• Handle requests and queries promptly.
• Review and Resolve Escalations
• Evaluate Team Members
• Support Process Improvement.
• Train New Hires

Job Requirements

• A degree in Social Sciences, Administration or any related field is required.
• Possess between 5 to 8 years previous working experience in a telecommunications office or bank.
• Preferably female for the purpose of gender equality.
• Possess Communications and Interpersonal Skills.
• Must be Presentable, Eloquent and Very Professional.
• Must Possess a Strong Sense of Confidentiality.
• Basic knowledge of office equipment.
• Proficient use of Microsoft Office.
• Fluent in English Language.
• Team oriented and good management skills.