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Title
Text copied to clipboard!Team Leader Customer Service
Description
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We are looking for a dedicated and experienced Team Leader for our Customer Service department. The successful candidate will be responsible for overseeing a team of customer service representatives, ensuring they provide excellent service to our customers, and meeting or exceeding our company’s expectations. You will be the one to develop and maintain the team’s high standards of customer service, resolve escalated customer complaints, and ensure that all team members are working efficiently and effectively. You will also be responsible for training and developing your team, setting performance targets, and appraising their performance. You will need to be a strong leader who can motivate and inspire your team, and who can handle pressure and take initiative. You will also need to have excellent communication and interpersonal skills, and be able to manage a team effectively.
Responsibilities
Text copied to clipboard!- Oversee a team of customer service representatives
- Ensure team members provide excellent customer service
- Resolve escalated customer complaints
- Train and develop team members
- Set performance targets and appraise team members' performance
- Motivate and inspire the team
- Handle pressure and take initiative
- Communicate effectively with team members and customers
- Ensure team members are working efficiently and effectively
- Maintain high standards of customer service
Requirements
Text copied to clipboard!- Proven experience as a team leader or supervisor
- Excellent communication and interpersonal skills
- Strong leadership and motivational skills
- Ability to handle pressure and take initiative
- Experience in customer service is a plus
- Good organizational and time-management skills
- Problem-solving ability
- High school diploma; BSc/BA in management or relevant discipline is a plus
- Customer service certification is a plus
- Proficiency in English
Potential interview questions
Text copied to clipboard!- How do you handle a difficult customer?
- How do you motivate your team?
- Describe a time when you had to handle a high-pressure situation.
- How do you handle feedback and criticism from your team?
- What strategies do you use to ensure your team meets its goals?