Customer Service Team Leader Job Description
Customer Service Team Leader Duties & Responsibilities
To write an effective customer service team leader job description, begin by listing detailed duties, responsibilities and expectations. We have included customer service team leader job description templates that you can modify and use.
Sample responsibilities for this position include:
Customer Service Team Leader Qualifications
Qualifications for a job description may include education, certification, and experience.
Licensing or Certifications for Customer Service Team Leader
List any licenses or certifications required by the position: DOT, ITIL, GDS, LEAN
Education for Customer Service Team Leader
Typically a job would require a certain level of education.
Employers hiring for the customer service team leader job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and Associate Degree in Business, Education, Performance, Management, Associates, Business/Administration, Technical, Accounting, Economics Education, Supply Chain Management
Skills for Customer Service Team Leader
Desired skills for customer service team leader include:
Desired experience for customer service team leader includes:
Customer Service Team Leader Examples
Customer Service Team Leader Job Description
- Administers assessment quizzes, analyzes results, identifies training opportunities, and communicates these opportunities to the Supervisors
- Roams and answers CCR questions
- Conducts individual and department-wide training
- Identifies and analyzes trends in ES and SAP and takes necessary action
- Participates in projects and other assignments as required
- SAP implementation of transactions and processes
- Experience of resolving complex queries in a pressurised environment
- Strong data, analytical and organisational skills
- Team leadership experience within a contact centre
- Team leadership experience with the ability to multi-task and prioritise a demanding workload
- High School diploma required, 2-4 year degree strongly preferred
- Have a strong focus on quality of customer service, constantly striving to improve
- Proven track record of managing a large and diverse team
- Developing their expertise to enhance service and build customer relationships
- Liaising throughout the business to proactively manage the impact your team has on company targets and service delivery
- Working closely with sales teams to help deliver the sales strategy
Customer Service Team Leader Job Description
- Empowers team members to provide a memorable customer experience through helpful knowledge, friendly service and a caring approach
- Coach the Support Centre Team to achieve centre goals, including service levels, ratios, cost per call, incremental selling, productivity and Customer Satisfaction Index (CSI)
- Monitor and ensure response to customer enquiries
- Troubleshoot and resolve non-routine or complex issues / escalations
- Review, develop and implement processes to meet customer and company directives
- Interaction with sales team, and procurement team
- Ensure team maintains data integrity of systems
- Facilitate business continuity by tracking and ensuring responses to related communications and representing the team in meetings
- Ensure team focus on cost savings and customer service to match the organization’s strategy
- Coordinate activities with other teams to support for documentation
- 5+ years’ experience as a Customer Service Representative or exceptional performance
- A friendly and personable person who will strive to be part of the company
- Possesses awareness of potential business implications and makes decisions/recommendations appropriately
- Demonstrated ability to coach colleagues • Ability to work independently • Develop and command respect for professional excellence • Foster Effective Teamwork and Collaboration • Understanding Customers – understand customers’ current needs
- Minimum 5 Years Experience Customer Service
- Minimum 2 Years Contract Administration
Customer Service Team Leader Job Description
- Responsible for providing and maintaining a high lever of customer satisfaction to global Food Manufacturing brands, including largest McCormick customer
- Manage day to day activities of the Customer Service team
- Reporting to Customer Service Manager
- Provide leadership and support to the CFM Customer Service team
- Lead performance reviews and development discussions with direct reports, including appraisals
- Establish and communicate performance criteria and metrics to support organization objectives for customer service
- Develop and nurture positive customer/supplier relationships
- Reporting and monitoring of Customer Service metrics, including service levels, service reliability, volume fill and order accuracy
- Perform root cause analysis as and when issues arise
- Act as key liaison with internal McCormick operations (Logistics, Sales, Supply Chain, Finance and Operations)
- Ability to multitask and thrive in a fast paced teaming environment
- Ability to lead, train, provide feedback and work with minimal supervision
- Ability to create and execute process improvement plans
- Must be able to drive team performance to meet commitments
- Previous experience as a Customer Service Team Leader is essential
- Experience working in a fast paced, sales driven environment is preferable
Customer Service Team Leader Job Description
- Lead continuous improvement initiatives by continually developing procedures and processes to optimize efficiencies affecting order processing to improve value added service to customers, Sales and Customer
- Operational delivery of client service for EMEA region ensuring highest quality standards as per contractual expectations
- Ownership of issues resolution and escalation management
- Effective change management in daily operations and implementation of strategic directions
- Managing & allocating resources and responsibilities across the team to deliver business results
- Coaching, developing and taking care of career development of dedicated team
- Coach the Support Centre Team to achieve centre goals, including service levels, ratios, cost per call, incremental selling, and Customer Satisfaction Index (CSI)
- Provide input and recommendations regarding improvements to processes and procedures
- Participate in continuous learning sessions (classroom/e-learning) and utilize all channels of available information to keep abreast of new products/services/policies/procedures
- Use sales and marketing skills to create and drive action plans, promote sales goals and meet targeted sales initiatives
- Experience of customer service at supervisor level, preferably within a business to business environment
- Demonstrated the desire to progress and take on extra responsibility
- We are ideally looking for candidates educated to A-level or above
- 3 years Business experience in Customer Service or Supply Chain with direct customer interface
- Demonstrates strong initiative to drive improvement efforts
- Strong computer software abilities including Microsoft Office
Customer Service Team Leader Job Description
- Performance manage team members
- Be familiar with call center Key Performance Indicators (KPI)
- Bachelor of Business Administration degree with a Management or Logistic Management concentration plus 8 years of business to business account management or logistics management experience reflecting increasing levels of responsibility
- Management Certification
- Interviewing, hiring, and training to meet department needs
- Making decisions on staffing levels to provide superior customer service, mediating difficult customer situations, and resolving day-to-day issues
- Tracking trends, analyzing data, initiating technology, and implementing process improvements
- Supervising and giving direction to a team of customer service representatives and ensuring a smooth work flow process for all incoming orders
- Developing, implementing, and maintaining systems and processes necessary
- Manages new and existing client installations, working cross functionally to deliver services in the agreed upon timeframe and according to client expectations
- Experience in challenging customer service environments
- Influencing and negotiation skills needed when interacting with any of the organizations
- Other language skills will be an asset
- Extensive experience of leading teams and customer care in operations (minimum of 4 years) aimed at reaching the results
- Proven experience in leading the teams including providing feedback, managing expectations and career progression
- Experience in managing external client and development of relations in quickly changing environment