- Professional
- Office in Miami
The job description of the customer service leader is to motivate, coach, inspire, train and direct the customer service
team on the best ways and approach to relate to customers as they attend to their needs. A customer service leader is a
trained staff whose role is to provide high quality customer service to customers to ensure smooth flow of inquiries and
complaints through effectively managing a team made up of customer service workers.
* Give constant direction to team members to ensure that all customer inquiries are rightfully attended to on
time and in the best way possible to give them satisfaction.
* Create better modes of operations to make customer service easier for both team members and customers.
* Provide assistance to team members whom are experiencing difficulties in the discharge of their duties by
putting them through and giving them personal coaching.
* Ensure that all equipment and appliances needed by the customer team members are available and in good
condition to enable smooth flow of operations.
* Step in to attend to customers that are proving difficult to team members and resolve their complaints
* Effectively monitor and answer large amount of incoming calls.
* Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to
ensure resolution.
* Provide full account support for clients.
* Observe performance of team members to identify their strengths and weaknesses and make arrangements to
strengthen them.
Qualifications and Education Requirements
High school diploma or equivalent; Higher degree in a relevant discipline.
Preferred Skills
Showcase good leadership skills to carry team members along
Excellent skills for communicating and relating with both staff members and customers
Good interpersonal skills to create a cordial relationship with team members
Ability to do multitask
Have good temperate to handle disputes and emergencies
Must be result oriented.
