Customer Service Team Lead

Introduction:

We are seeking an experienced and motivated Customer Service Team Lead to oversee and guide a team in delivering exceptional service standards. This role involves ensuring team performance, fostering collaboration, and driving improvements in customer satisfaction.

About the Role:

The Customer Service Team Lead will be responsible for managing daily operations, supporting team members to meet performance goals, and ensuring adherence to established procedures. You will serve as a bridge between the team and the client, handling escalations and driving service excellence. This is a highly collaborative role requiring strong leadership and communication skills.

Responsibilities:

• Monitor and manage team performance, develop individual improvement plans, and coach team members to achieve KPIs and exceed standards.
• Evaluate and improve work procedures to ensure alignment with company and client expectations.
• Analyze and distribute performance and service reports, making recommendations to maintain service levels.
• Foster communication and morale within the team to drive teamwork, exceed metrics, and meet operational goals.
• Handle daily operations such as scheduling, floor management, and ensuring optimal staffing levels.
• Provide timely updates on new and existing products, services, and procedures to the team.
• Manage escalated cases and collaborate with the client to resolve operational gaps and improve service quality.
• Train team members using the "Train the Trainer" model, and collaborate with customer experience and training teams to address issues and prioritize initiatives.
• Maintain compliance with ISO9001 and ISO18295-1 Quality Management System standards.

Requirements:

• Diploma or Degree in any field.
• Minimum of 2 years of supervisory experience in a customer service or related environment.
• Strong verbal and written communication skills in English (B2 level or above) and the language of the supported market.
• Experience in customer-focused environments, contact centers, or tele-sales preferred.
• Analytical skills with experience in metrics such as CSAT, NPS, or VOC (a plus).
• Ability to work independently, adapt to ambiguity, and remain motivated.
• Strong interpersonal skills, with the ability to manage challenging issues.
• Flexibility to work shifts and weekends.

Why Apply:

• Lead a dynamic team and contribute to creating exceptional customer experiences.
• Gain experience in a globally recognized customer service environment.
• Opportunity to refine leadership and operational management skills.
• Be part of a collaborative and innovative work culture that values excellence.

If you are a results-driven leader passionate about customer service and team development, this role provides an excellent platform to grow your career.