Customer Service Team Lead
2 months ago
Job Description:
We are seeking an experienced Customer Service Team Lead to join our team at Health Window. As a key member of our customer-facing team, you will play a critical role in ensuring exceptional service delivery and driving business growth.
Responsibilities:
- Team Management: Lead and manage a team of customer service representatives, providing guidance and coaching to ensure they have the skills and knowledge needed to deliver excellent service.
- KPI Management: Develop and implement KPIs to measure service levels, quality, and efficiency, analyzing data to identify trends and areas for improvement.
- Staff Development: Identify training needs and develop programs to upskill staff, improving their ability to handle complex customer queries and resolve issues effectively.
- Process Improvement: Collaborate with other teams to streamline processes and improve workflows, reducing costs and enhancing the customer experience.
- Customer Engagement: Foster strong relationships with customers, identifying opportunities to increase loyalty and drive repeat business.
- Talent Acquisition: Participate in recruitment efforts, interviewing and selecting top talent to join our customer service team.
Requirements:
- Education: Bachelor's degree in Business Administration, Marketing, or a related field.
- Experience: At least 3 years of experience in customer service leadership, preferably in the pharmaceutical or pharmacy industry.
- Skills: Fluency in English (speaking, reading, and writing), proficiency in Microsoft Office, especially Excel, and experience with data analysis.
- Personal Qualities: Excellent communication and interpersonal skills, able to work under pressure and motivate teams to achieve targets.
Compensation: We offer a competitive salary range of $65,000 - $85,000 per annum, depending on experience.
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