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.
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
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.
Method of Application
Interested and qualified candidate should send their CV and Cover Letter to: email@example.com using the Job Title as the subject of the mail