Customer Experience Team Lead at Nicole Sinclair Consulting

Job Description

• Our client is in need of a Customer Experience Team Lead who is going to be responsible for overseeing the day-to-day operations of their company’s customer support department.
• Who would commonly manage a team of customer service representatives and may also be involved in hiring, training, scheduling, and performance management, and must ensure that all customer requests are handled in a timely manner while maintaining high standards of quality and accuracy.
• Also serve as a liaison between customers and other departments within their organization to resolve issues or concerns that cannot be addressed by customer service representatives alone.
• Must be able to achieve a 24-hour resolution time for escalated tickets and a maximum 48hours resolution time for all tickets Timely reports including comments and corrective plans against any missed team targets.

Responsibilities

• Ability to organize, allocate and delegate tasks to the team as and when necessary
• Must be able to clearly communicate CED goals to the team
• Ability to treat escalated tickets until the resolution
• To ensure that CEAs are provided with the necessary work tools
• Ensure that all CEAs’ reports are accurate and up to date
• To collate and send a weekly report of the team’s performance
• To ensure proper training of all agents where and when necessary
• Able to collate, analyze and give insights into customer feedback
• To monitor CEAs’ performance and make changes where necessary
• Ability to represent and advocate for the team’s needs
• Must be able to allocate and manage team’s resources
• To motivate the team and assist them in accomplishing their goals.
• To share insights into the Retail team’s performance using deductions from customer interactions and suggest solutions where necessary
• Ability to identify customer journey process gaps and offer suitable solutions
• Ability to make continuous improvements to the workflow to serve the customer better
• Must be able to improve team engagement

Competency / Skill / Requirements

• Bachelor's Degree or its equivalent from an accredited university, in any relevant field of study (Arts, humanities and social sciences is an added advantage)
• Certificate of completion of the compulsory one-year National Youths Service Corps Knowledge and Skills
• Outstanding Customer service skills
• Ability to work independently and within a team with little or no supervision
• Must possess active listening skills
• Effective problem-solving and flexibility
• Must possess clear and concise communication skills
• Must possess a strong active listening capacity
• Good organizational skills that will help with the management of workloads and prioritizing
• Empathy and emotional intelligence
• Must have Knowledge of Microsoft Excel, Google, and all related tools
• Ability to lead a team as well as manage people (internal and external)
• Must possess a high level of integrity
• Must be able to meet the set target
• Ability to think fast and resolve issues
• 2-3 Years Experience in Customer service
• Must have relevant experience in managing a team.