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Customer Service Team Lead

Company

LLK Tech Consultancy
Address Indonesia
Employment type FULL_TIME
Salary
Expires 2023-08-17
Posted at 10 months ago
Job Description
Employment Highlights
  • Remote
  • Learn valuable hands-on work experience at a medium-sized start-up company
  • Young, energetic, creative, and supportive work environment
  • Genuine work-life balance



What you would be doing
  • Providing accurate information on products and services to customers.
  • Collaborate with other departments, such as Sales and Operations, to ensure effective coordination and resolution of customer issues.
  • Maintain a high degree of integrity and confidentiality – keeping customers’ information.
  • Retain the existing customers by building good rapport and providing customer satisfaction.
  • Handle escalated customer inquiries or complaints, providing timely and satisfactory resolutions while maintaining a professional and customer-centric approach.
  • Set performance goals and targets for the team, regularly monitoring and evaluating individual and team performance against established metrics.
  • Monitor customer service metrics and generate reports on team performance, identifying areas for improvement and implementing appropriate strategies.
  • Leading and managing a team of 20 customer service representatives, providing guidance, support, and coaching to ensure exceptional performance and customer satisfaction.
  • Delivering excellent customer service to customers via live chats.
  • Foster a customer-focused environment by promoting empathy, active listening, and problem-solving skills among team members.
  • Develop and maintain a positive and collaborative team culture, fostering a strong work ethic and promoting employee engagement.
  • Consistently meeting individual and team KPIs and goals.
  • Stay updated on industry trends, customer service best practices, and new technologies to enhance the team's capabilities and provide innovative solutions.
  • Develop and implement customer service procedures, policies, and standards to optimize efficiency and enhance the overall customer experience.
  • Conduct regular team meetings and one-on-one sessions to communicate updates, provide feedback, and address concerns or issues.