Customer Support Team Leader

Role Description and Responsibilities 

LEADERSHIP 

• Review each team member’s performance in their emails & live chats 


• Suggest improvements to individual team members written responses 


• Provide weekly reporting on individual and team performance 


• Train new Customer Service Representatives 


• Improve efficiency levels of individuals & the team 


• Lead team meetings 


• Suggest and develop improvements to customer experience 


• Deal with customer escalations via email and phone when required 


• Motivate & inspire the team 


• Create a positive & fun working environment 

Required Skills and Qualifications 

CUSTOMER SERVICE 

• Respond to customer inquiries via phone and email, in a prompt, courteous and professional manner. 


• Conduct standard administration tasks such as actioning the inbox, allocating and closing cases and keeping reports. 


• Professionally managing any escalations to the frontline supervisor. 


• Remain up to date on current technical information and training. 


• Manage and resolve customer complaints as required, ensuring action is taken within the business to avoid similar issues in future.