Job Description

Position Overview:The Customer Services Team Leader is responsible for leading a team of customer service representatives to deliver exceptional service and support to clients. This role involves managing team performance, fostering a positive work environment, and ensuring customer satisfaction through effective relationship management and process improvement.Key Responsibilities:Team Leadership:

• Inspire and empower a team of customer service representatives, guiding them towards success.

• Set clear performance goals, provide regular feedback, and conduct performance evaluations to drive continuous improvement.

• Cultivate a positive and collaborative team environment that fosters growth and teamwork.

Customer Relationship Management:

• Build and nurture strong relationships with clients, ensuring their needs and concerns are addressed promptly and effectively.

• Resolve escalated customer issues and consistently deliver exceptional customer satisfaction.

• Analyze customer feedback to identify areas for improvement and implement strategies to enhance service quality.

Process Improvement:

• Identify opportunities to streamline and enhance customer service processes, maximizing efficiency.

• Develop and implement efficient procedures for handling inquiries, complaints, and requests.

• Monitor key performance indicators (KPIs) and devise strategies to surpass targets.

Training and Development:

• Provide continuous training and coaching to customer service team members, enabling their growth and success.

• Ensure team members possess comprehensive product knowledge and are well-versed in company policies.

• Promote a culture of continuous learning and personal development.

Data Analysis and Reporting:

• Analyze customer service data to identify trends, improvement opportunities, and actionable insights.

• Prepare regular reports on team performance, customer feedback, and relevant metrics.

Collaboration:

• Work closely with other departments, such as Sales and Product Development, to effectively communicate customer needs and feedback.

• Collaborate on cross-functional projects to elevate the overall customer experience.

Requirements

• Proven experience in a customer service leadership role.

• Strong communication and interpersonal skills.

• Excellent problem-solving abilities.

• Ability to analyze data and generate insights.

• Proficiency in customer service software and tools.

• Commitment to continuous improvement and team development.

Benefits

• Opportunities for enriching career growth, including exposure to regional contexts.

• Ongoing team-building initiatives

• Complimentary snacks and beverages are available in the office pantry

• Healthcare coverage (medical, dental, optical) , gym benefits

• Flexibility in smart casual dress code

• Young, vibrant, and open work culture

BID Operations