Teamlead Customer Service at Renmoney

Position Overview

We are seeking an experienced and motivated Customer Service Team Lead to join our team. The ideal candidate will have a passion for customer service excellence, strong leadership skills, and the ability to drive a team towards achieving operational and customer satisfaction goals. The Customer Service Team Lead will be responsible for supervising a team of customer service representatives, ensuring high standards of service, and supporting the continuous improvement of our customer service processes.

Key Responsibilities

Team Leadership and Supervision

• Lead, mentor, and supervise a team of customer service representatives to deliver exceptional service.
• Conduct regular team meetings to communicate updates, address concerns, and motivate the team.
• Set performance goals and provide feedback through regular performance reviews and coaching sessions.

Customer Support and Issue Resolution

• Handle escalated customer inquiries and complaints, ensuring timely and satisfactory resolutions.
• Monitor customer interactions and provide guidance to ensure consistent and high-quality service.
• Develop and implement strategies to improve customer satisfaction and reduce response times.

Operational Management

• Oversee daily operations of the customer service team, including scheduling, workload distribution, and resource allocation.
• Monitor and report on key performance metrics, identifying trends and areas for improvement.
• Collaborate with other departments to resolve issues and improve service processes.

Training and Development

• Identify training needs and organize training sessions to enhance the team's skills and knowledge.
• Develop and maintain training materials and standard operating procedures.
• Foster a culture of continuous learning and professional development within the team.

Process Improvement

• Identify and implement process improvements to streamline operations and enhance customer experiences.
• Gather and analyze customer feedback to identify trends and areas for service enhancement.
• Lead projects aimed at improving customer service efficiency and effectiveness.

Reporting and Analysis

• Prepare and present regular reports on team performance, customer satisfaction, and service metrics.
• Use data analytics to inform decision-making and strategy development.

Technology and Tools

• Ensure the team is proficient in the use of customer service tools and technology.
• Collaborate with IT to resolve technical issues and improve system functionality.

Requirements

• Bachelor’s degree in Business Administration, Communications, or a related field.
• Proven experience in a customer service or support role, with at least 2 years in a leadership or supervisory position.
• Strong knowledge of customer service principles and practices.
• Proficiency in CRM software and customer support tools (e.g., Freshdesk, Salesforce, Zendesk).
• Excellent communication, interpersonal, and leadership skills.
• Strong problem-solving abilities and attention to detail.
• Ability to work in a fast-paced environment and manage multiple priorities.
• Analytical mindset with the ability to interpret data and generate insights.

Preferred Skills

• Experience in process improvement and project management.
• Familiarity with performance metrics and reporting.
• Knowledge of industry-specific regulations and compliance requirements.
• Certification in customer service management (e.g., CCSM) or related areas.