Customer Service Team Leader

About the Company
"We offers job opportunities, document storage services, and innovative resume tools designed to cater specifically to the needs of travel nurses and software developers."
Description
Job Title: Team Lead
Industry: Information Technology
Location: Lahore - Onsite
Job Type: Full-time (Permanent)
Working hours: 7:00 Pm to 4:00 Am (US time Zone)
Working Days: Mon to Fri (Sat & Sun off)
Job Summary:
We are looking for a "Team Lead Customer Service" who will assist in the development, performance, and maintenance of customer activities within the organization, with responsibility for the day-to-day activities of your team.
Responsibilities to Staff and Direct the Team:
Contribute to the development, performance, and maintenance of customer services within the organization.
Meet both individual and team targets efficiently.
Ensure the efficient operation of the team.
Contribute to the training and development of the team.
Achieve maximum profitability and growth in alignment with organization plans.
Day-to-Day Responsibilities for the Team:
Participate in all day-to-day customer services activities.
Facilitate effective liaison, support, and assistance between the customer services department and the rest of the organization.
Maintain and improve mechanisms for surveying and measuring customer satisfaction and disseminate feedback to appropriate internal entities.
Utilize CRM and other systems to manage functions related to receiving, analyzing, resolving, and documenting customers’ issues and complaints.
Assist in developing plans for customer activities, including customer management, to achieve satisfaction targets.
Provide support to all other departments with customer service and related issues.
Recruit, train, set action and targets, appraise, and manage performance, development, coaching, and general support of all team members to ensure targets are met.
Provide monthly reporting as agreed or as otherwise required.
Contribute to plans for team activities, including strategies to achieve agreed targets.
Assist in the preparation and agreement of individual action plans and targets for all team members.
Prepare and conduct presentations and proposals.
Delegate authority and responsibility to the team with supervision, accountability, and review.
Set an example for team members in commitment, customer service activities, work ethics, habits, and personal character.
Maintain accurate records and adhere to all organizational policies and procedures.
Interact and cooperate with all members of the organization, its suppliers, and clients/customers.
Participate in special projects as required.
Secondary Tasks/Duties:
Perform reasonable tasks necessary to maintain, promote, develop, and expand the business interests of the organization.
Carry out duties to the best of your ability, considering the needs of colleagues, the organization, and its clients/customers.
Obey all lawful and reasonable orders and comply with the organization’s rules, procedures, and policies.
Essential Abilities/Competencies:
Experience in customer service governance.
Understanding of customer service management obligations, requirements, and dynamics.
Proficiency in computer software.
Leadership skills with the ability to motivate a team.
Project management skills.
Ability to work under pressure.
Maintain knowledge, technical skills, and qualifications necessary for the job role.
Qualifications:
Minimum Bachelor’s Degree from a reputable College/University.
5 to 6 years of work experience in the BPO Industry.
English language competency, both spoken and written, is compulsory.
Skills
continuous learningTechnical ProficiencyOrganizational SkillsAdaptabilityProblem-solvingTeam ManagementCommunicationProject ManagementLeadershipCustomer Service Governance
Job Detail
Experience: 5 Years - 6 Years
Salary: Rs. 150,000 - 250,000
Distance from CEO: 2nd Level
Reports To: General Manager Operations
Industry: Information Technology
Location: Lahore
Job Type: Full-time
Salary: Rs150,000.00 - Rs250,000.00 per month
Application Question(s):
Demonstrated experience in overseeing and implementing customer service governance practices within an organization.*
Proficiency in comprehending the obligations, requirements, and dynamics of customer service management, including industry standards and best practices.*
Ability to effectively utilize computer software relevant to customer service management, including CRM systems, communication tools, and productivity software.*
Strong leadership abilities with a proven track record of motivating and guiding teams towards achieving organizational goals. (required)
Proficiency in project management methodologies and techniques, including planning, organizing, and executing projects related to customer service initiatives.*
Capability to perform effectively and make sound decisions in high-pressure situations, ensuring smooth operations and customer satisfaction.*
Commitment to continuously updating and maintaining knowledge, technical skills, and qualifications relevant to the job role, staying abreast of industry developments and advancements.
Your current Salary
Expected Salary
Distance from CEO (1st, 2nd, 3rd Level)
Experience:
BPO Industry as a Team Lead: 5 years (Required)
License/Certification:
Minimum BS Degree from a reputable College/University.* (Required)
English competency, both spoken and written, is compulsory.* (Required)