Tema Lead, Human Resources Management at Smash Group

Customer Service Executives are often client’s primary point of contact with a company at such, the Team Lead is charged with the responsibility  to ensure maximum productivity and efficency of the team in achieveing set goals and performing their KPIs. Overall, they are charged with creating a lasting good impression of the company in clients’ minds, be it existing or new.

Our ideal candidate be a good, self-motivated and solution-driven leader who has customers’ satisfaction at heart

RESPONSIBILITIES

• Coordinate the Customer Service team to ensure sales, customer satisfactions and target meeting.
• Act as a liaison officer between the company and the client, communicating and coordinating sales and customers
• Manage large amounts of incoming phone calls
• Build sustainable relationships and trust with customer accounts through open and interactive communication
• Provide accurate, valid and complete information, answer questions and inquiries about the company’s product/services, and resolve any emerging problems that customers’ accounts might face with accuracy and efficiency.
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
• Identifying and assessing customer needs to achieve satisfaction.
• Develop a written guide to best practices, creating training agendas for staffers and taking the lead in communicating service expectations within the company.
• Keep records of customer interactions, process customer accounts and file documents
• Generate sales leads that develop into new customers using digital marketing tools
• Meet personal/customer service team sales targets and call handling quotas
• Follow communication procedures, guidelines and policies
• Take the extra mile to engage customers
• Ensure excellent service standards and maintain high customer satisfaction.

REQUIREMENTS

• A degree in a Communication, Management or related fields
• 3-4 years experience in Call center or Client/Customer Service roles. Experience at an investment company is an added advantage
• Track record of over-achieving quota
• Strong phone contact handling skills and active listening
• Familiarity with CRM systems and practices
• Customer orientation and ability to adapt/respond to different types of characters
• Ability to multi-task, prioritize, and manage time effectively
• Excellent communication and presentation skills
• Proficiency in Microsoft Office Suite
• Experience in mediation and conflict resolution techniques
• Data analysis skills
• Experience supervising others