Customer Service Team Leader - Remote

Overview

LAWAZEM is seeking a proactive and experienced Customer Service Team Leader to join our team. In this leadership role, you will be responsible for overseeing the daily operations of the customer service team, ensuring consistently high-quality service delivery and fostering a positive work environment. You will mentor and guide team members, manage performance, and collaborate with other departments to enhance customer satisfaction and operational efficiency.

In Short

• Lead, supervise, and motivate the customer service team to achieve service goals and deliver excellent customer experiences.
• Manage team performance through coaching, feedback, and development plans.
• Monitor customer interactions, resolve escalated issues, and ensure timely resolution of customer complaints.
• Coordinate with other departments such as sales, logistics, and product teams to address customer needs effectively.
• Develop and implement customer service policies and procedures to optimize efficiency and service quality.
• Analyze customer service metrics, prepare reports, and identify trends to recommend improvements.
• Train new team members and support continuous learning initiatives.
• Promote a customer-centric culture and ensure compliance with company standards and values.

Requirements

• Proven experience in customer service and team leadership.
• Strong communication and interpersonal skills.
• Ability to analyze data and make data-driven decisions.
• Experience in developing policies and procedures.
• Proficient in using customer service software and tools.
• Ability to handle escalated customer issues effectively.
• Strong organizational and multitasking skills.
• Commitment to fostering a positive team environment.

Benefits

• Competitive salary package.
• Opportunities for professional development and growth.
• Supportive and collaborative work environment.
• Health and wellness benefits.
• Flexible working hours.