.The Customer Service Team Leader is responsible for overseeing the day-to-day operations of the customer service team, acting as the primary point of escalation for complex customer cases.
T he Team Leader ensures the team adheres to project guidelines, delivers exceptional customer support, and meets key performance metrics.
In this role, the Team Leader provides guidance to advisors, helps resolve issues efficiently, and drives continuous improvement in customer experience and service quality Main responsibilities:
- Team Management and Support: being available as the primary point of contact for the team, offering support and handling escalated cases.
Help advisors find the best solutions for customer issues and act as a mentor to improve their performance.
- Customer Requests Handling: assist the team in managing customer inquiries through various channels and platforms, ensuring that requests are addressed promptly and accurately.
- Complex Case Resolution: investigate and analyze complex customer issues, ensuring that root causes are identified, and appropriate actions are taken to resolve the case.
- Data Management: ensure that all customer interactions and activities are recorded and tracked in OEM systems by the team and provide reports on team performance.
- Process Improvement: constantly seek ways to improve workflows and service quality to meet internal KPIs and customer expectations.
Implement best practices and corrective actions when necessary.
- Team Collaboration: participate in regular team meetings, providing feedback and sharing insights to help the team achieve collective goals.
- Contribute to the creation and updating of knowledge bases, FAQs, and training materials for customer service agents.
- Documentation and Reporting: prepare, update, and manage all relevant documents, templates, and records, ensuring they are easily accessible and up to date.
- KPI Achievement: ensure that both personal and team objectives are met by monitoring individual performance and implementing strategies for improvement.
- Communication and Feedback: maintain clear, precise communication with internal departments and external partners, ensuring smooth case handling and effective escalation management.
- Customer Satisfaction Focus: guarantee the team consistently delivers high-quality customer support, aiming to enhance overall customer satisfaction and loyalty Main duty is to:
- Guarantee delivery of best Customer support as detailed and published in the project guidelines.
- Guarantee usage of MSXI business knowledge methodology and guidelines to deliver a high-quality business service.
- Put in place all corrective and preventive actions to ensure project objectives achievement
- Document, communicate clearly, precisely and promptly and Share with all teams all the best practices to improve Customer handling