Summary:

We are seeking a highly motivated and experienced Customer Care Team Leader to oversee our customer service team. The successful candidate will be responsible for ensuring that our customers receive exceptional service and support, while also managing and developing our team of customer service representatives.

Responsibilities:

Manage and lead a team of customer service representatives, providing guidance, coaching, and support as needed
Design and implement new, scalable support processes that drive efficiency and customer satisfaction.
Evaluate and improve current customer support processes and workflows.
Develop and implement customer service policies and procedures to ensure consistent and high-quality service delivery
Monitor and analyse customer service metrics to identify areas for improvement and implement strategies to enhance customer satisfaction
Handle escalated customer complaints and issues, ensuring timely resolution and customer satisfaction
Collaborate with other departments to ensure seamless customer service delivery across all channels
Conduct regular performance evaluations and provide feedback to team members to support their professional development
Stay up-to-date with industry trends and best practices in customer service to continuously improve our service delivery
Maintain a strong focus on customer experience, with excellent communication and problem-solving skills.
Track, analyse, and report on key customer support metrics to management on a regular basis.

Qualifications:

Bachelor's degree in business administration, marketing, or a related field
3+ years of experience in customer service management or a related field
Strong leadership and management skills, with the ability to motivate and develop a team
Excellent written and verbal communication and interpersonal skills, with the ability to build strong relationships with customers and team members
Strong problem-solving and decision-making skills, with the ability to handle complex customer issues
Knowledge of customer service software, such as Acello, and experience with customer service metrics and reporting
Strong SQL skills, data analytics tools experience

Satori Group

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