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.