Lead Customer Service Representative

We are currently seeking an experienced customer-oriented professional to join our team as a Lead Customer Service Representative. This role offers a unique opportunity to combine your exceptional client service skills with management experience, as you will have the potential to oversee a team of dedicated customer service associates once training is complete. If you have a proven track record in client service and leadership, this is an exciting opportunity to contribute to our organization's success.

Responsibilities :

Serve as our valued clients' primary point of contact, providing exceptional support and building strong relationships.

Understand clients' needs, requirements, and objectives, and proactively offer customized solutions to meet their expectations.

Lead and manage a team of customer service associates, providing guidance, coaching, and support to ensure service excellence.

Conduct performance evaluations, set goals, and develop training programs to enhance the team's skills and productivity.

Collaborate with cross-functional teams to ensure seamless service delivery, resolve client issues, and exceed customer satisfaction goals.

Develop and maintain client service standards, policies, and procedures to ensure consistency and continuous improvement.

Stay updated on industry trends, market dynamics, and competitive landscape to provide insights and contribute to business growth strategies.

Handle escalated client inquiries and complaints, ensuring swift resolution and maintaining client satisfaction.

Foster a positive and collaborative team culture, promoting a customer-centric mindset and driving employee engagement.