As an Issue Resolution Team Leader in Customer Service, you will play a pivotal role in
ensuring exceptional customer experiences. You will oversee a team of customer
service representatives, providing guidance, support, and leadership to ensure timely
and effective resolution of customer inquiries and issues.
Responsibilities:
- Lead and manage a team of customer service representatives, ensuring they are well-trained and equipped to handle customer inquiries effectively.
- Proactively address customer concerns and complaints to ensure a positive customer experience.
- Oversee the resolution of complex customer issues that require escalation or in-depth investigation.
- Analyze customer feedback and satisfaction data to identify trends and implement necessary changes.
- Work closely with other departments (e.g., commercial, operations, finance, tech) to ensure timely and accurate resolution of customer problems.
- Develop and implement processes and procedures to streamline the issue resolution process.
- Foster a positive and supportive team culture that promotes collaboration and teamwork.
- Identify training needs for team members and develop training programs to enhance their skills and knowledge.
- 2-3 years of experience in a complaint / Issue resolution team leader role in customer service preferably within e-commerce industry.
- Strong leadership skills and ability to motivate and inspire team members.
- Strong understanding in customer service best practices, and key performance indicators (KPIs) relevant to the online retail environment.
- Excellent communication, interpersonal, presentation, and problem-solving skills.
- Demonstrated ability to handle complex customer issues and resolve them effectively.
- Strong analytical and data-driven decision-making skills.
- Ability to work independently, manage multiple priorities, and meet deadlines ina fast-paced environment.
- Experience with multiple customer service software or CRM systems
- Basic knowledge of e-commerce platforms and processes is a plus.
