Customer Service Lead
2 weeks ago
- Respond to customer inquiries, complaints, and requests in a prompt and professional manner.
- Handle customer calls, emails, or face-to-face interactions to provide accurate information regarding products, services, and policies.
- Maintain a positive and helpful attitude while addressing customer needs.
- Troubleshoot and resolve issues related to products, services, or customer accounts.
- Liaise with other departments, such as technical support or logistics, to resolve more complex issues.
- Ensure customer concerns are addressed and follow-up on any outstanding issues.
- Record customer interactions, including inquiries, complaints, and feedback, in the company's CRM system.
- Generate reports on customer feedback, satisfaction levels, and service issues to management.
- Maintain accurate customer data, including personal information and transaction history.
- Identify and suggest opportunities for service improvement and product enhancements based on customer feedback.
- Participate in training programs and maintain up-to-date knowledge of products and services offered by the company.
- Ensure that all interactions adhere to company policies, quality standards, and regulatory requirements.
- Maintain confidentiality and privacy of customer information.
- Collaborate with team members and other departments to ensure smooth operations.
- Assist in training new team members and provide guidance as needed.
- High school diploma or equivalent; a degree in business, communications, or a related field is a plus.
- Min 1 year of experience in customer service or a similar role.
- Familiarity with CRM & AI.
- Strong communication, problem-solving, and interpersonal skills. Ability to handle difficult situations calmly and professionally.
- Ability to manage multiple tasks and prioritize effectively.
- Understanding of local customs and business etiquette in Kuwait.
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