Customer Service Team Lead

2 weeks ago

Kuwait City, Al Asimah beBee Careers Full time

Your salary is an attractive, all-inclusive package that includes tax-free compensation.

As a Call Center Supervisor, you will have direct and permanent employment with our client for either 2 or 3 years.

You possess key skills, qualities, and experience that enable you to successfully lead and support a customer service team while maintaining high standards of service delivery.

Key Skills & Competencies:

  • Strong leadership and team management skills are essential in this role.
  • Excellent verbal and written communication skills are required to effectively interact with customers and colleagues.
  • Able to handle customer complaints and difficult situations professionally and empathetically.
  • Strong problem-solving and decision-making abilities are necessary to drive business results.
  • Proficiency with customer service software, CRM systems, and Microsoft Office Suite is expected.
  • Excellent organizational and time-management skills, with the ability to manage multiple priorities.

Education & Qualifications:

  • Bachelor's degree in Business, Communications, or a related field (preferred), or equivalent work experience is necessary.
  • Minimum of 3-5 years of experience in contact or call center operations, with at least 1-2 years in a supervisory role.
  • Experience in Banking or Telecom Industry is highly valued.
  • Proven track record of managing and motivating a team to meet performance goals.

Job Description:

In this leadership role, you will oversee the daily operations of the customer service team, ensuring the highest level of customer satisfaction and achieving departmental goals.

Responsibilities:

  • Supervise a team of customer service representatives, ensuring effective performance and achievement of targets.
  • Provide coaching, guidance, and feedback to enhance individual and team performance.
  • Foster a positive, collaborative environment that encourages professional growth and high morale.
  • Manage daily shift schedules to meet customer demand.
  • Conduct team meetings to discuss performance, updates, and concerns.
  • Oversee resolution of complex customer issues promptly and professionally.
  • Review customer interactions to maintain quality standards.
  • Develop strategies to improve customer satisfaction and loyalty.
  • Monitor service metrics and implement corrective actions as needed.
  • Track KPIs such as response time, resolution time, and customer satisfaction scores.
  • Identify training needs and organize ongoing training programs.
  • Refine workflows to enhance operational efficiency.
  • Ensure adherence to company policies and standards.
  • Gather and share customer feedback with management.
  • Oversee the use of customer service tools and technologies.

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