Customer Service lead at Rimdinado International Ltd

Job Description

We are seeking an experienced and dedicated Customer Service Lead to join our team. The ideal candidate will play a pivotal role in supervising and supporting the customer service team, ensuring the delivery of exceptional service to our customers.

Key Responsibilities

• Supervise and lead a team of customer service representatives.
• Set performance goals and provide guidance, training, and coaching to team members.
• Ensure that customer inquiries and issues are resolved promptly and efficiently.
• Monitor and assess team performance and KPIs to meet or exceed customer service standards.
• Handle complex or escalated customer inquiries and complaints.
• Collaborate with other departments to resolve customer issues and provide feedback for process improvements.
• Maintain up-to-date knowledge of company products, policies, and services.
• Prepare regular reports on team performance and customer feedback.
• Assist in the recruitment, onboarding, and training of new team members.
• Foster a positive and collaborative work environment to promote teamwork and employee satisfaction.
• Stay updated on industry trends and best practices in customer service.

Qualifications

• Proven experience in a customer service role, with a minimum of 3 years in a leadership or supervisory position.
• Excellent communication and interpersonal skills.
• Strong problem-solving and conflict resolution abilities.
• Proficiency in using customer service software and tools.
• Ability to handle high-pressure situations with professionalism.
• Exceptional organizational and multitasking skills.
• Demonstrated leadership and coaching capabilities.
• A customer-focused approach and commitment to providing outstanding service.
• Experience working in health care industry is a plus.

Education

• A bachelor's degree in a relevant field or equivalent work experience.