Job Opportunity: Customer Service Team Leader Role
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This is a permanent leadership position that oversees the customer service team. The successful candidate will be responsible for workflow management, team motivation, task delegation, training, and problem-solving.
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The role involves providing daily guidance for handling customer service queries and managing team schedules, leave planning, and resource coverage. The ideal candidate should have experience in leading teams, mentoring junior staff members, and identifying inefficiencies in customer care workflows.
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We are seeking an experienced leader who can build trust with team members, provide constructive feedback, and maintain a positive, service-oriented culture. The role also supports the customer service manager with process improvements, recruitment, coaching, and team engagement.
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The customer service team leader is responsible for overseeing task allocation, rosters, training, and performance metrics. They will also handle escalated queries and support service delivery excellence.
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We are looking for someone who has a high-level understanding of delivering exceptional service across multiple channels, including phone, chat, and email. The ideal candidate should have excellent organizational and time management skills, with the ability to prioritize tasks, manage competing demands, and support team coverage during high-volume periods.
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This is a fantastic opportunity to work with a collaborative team and contribute to the company's growth and success.