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Title
Text copied to clipboard!Customer Service Team Leader
Description
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We are looking for a Customer Service Team Leader to lead a dynamic team of customer service professionals. The ideal candidate will have experience in team leadership, excellent communication skills, and a passion for delivering outstanding customer experiences.
As a Team Leader, you will be responsible for the daily management of the customer service team, ensuring performance targets are met and quality standards are upheld. You will act as a liaison between management and the team, providing guidance, support, and feedback.
You will monitor team performance, identify training and development opportunities, and contribute to creating a positive and productive work environment. Additionally, you will handle escalated customer issues, resolve problems, and suggest improvements to service processes.
If you have experience in customer service environments, leadership capabilities, and a desire to grow in a role with influence and responsibility, this is the right opportunity for you.
Responsibilities
Text copied to clipboard!- Lead and support the customer service team
- Monitor and evaluate team performance
- Handle customer complaints and escalated issues
- Train new team members
- Collaborate with other departments to resolve issues
- Ensure compliance with procedures and quality standards
- Develop strategies to improve service delivery
- Prepare performance and KPI reports
- Participate in management meetings
- Maintain a positive and productive work environment
Requirements
Text copied to clipboard!- Degree or equivalent experience in a relevant field
- At least 2 years of customer service experience
- Proven experience in a leadership role
- Excellent communication and organizational skills
- Ability to manage multiple tasks and priorities
- Good knowledge of CRM tools and MS Office
- Problem-solving and decision-making skills
- Customer satisfaction focus
- Flexibility and adaptability to change
- Fluency in Greek and English
Potential interview questions
Text copied to clipboard!- What is your experience in leadership roles?
- How do you handle difficult customer situations?
- Which CRM tools have you used?
- How do you motivate your team?
- What is your approach to training new members?
- How do you evaluate your team's performance?
- What is the biggest challenge you’ve faced as a team leader?
- How do you ensure quality in customer service?
- How do you handle pressure and deadlines?
- What is your leadership style?
