CSR - Lead presso None

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.