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Customer Service Team Lead
A Customer Service Team Lead supervises and supports a team of customer service representatives, guiding their efforts to deliver exceptional service and resolve customer issues effectively
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Job Description
As a Customer Service Team Lead, you will be responsible for overseeing a team of customer service representatives, ensuring efficient operations and high service quality.
Purpose
To lead and support a team in delivering excellent customer service and meeting performance goals.
Duties and Responsibilities
- Supervise and mentor customer service representatives.
- Monitor team performance and provide coaching.
- Resolve escalated customer issues and inquiries.
- Collaborate with other departments to address complex cases.
- Contribute to the development of customer service policies.
Qualifications
- Bachelor's degree in business, management, or a related field.
- Proven experience in customer service leadership.
- Strong leadership and team management skills.
- Excellent communication and problem-solving abilities.
Experience
- Mid-level roles typically require 3-5 years of customer service leadership experience.
Preferred Qualifications
- Leadership or management certification.
- Familiarity with workforce management tools.
Working Conditions
- Office-based work with direct oversight of a customer service team.
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