Customer Support Team Leader

Role Description and Responsibilities 

LEADERSHIP 

• Review each team member’s performance in their emails & live chats 
• Suggest improvements to individual team members written responses 
• Provide weekly reporting on individual and team performance 
• Train new Customer Service Representatives 
• Improve efficiency levels of individuals & the team 
• Lead team meetings 
• Suggest and develop improvements to customer experience 
• Deal with customer escalations via email and phone when required 
• Motivate & inspire the team 
• Create a positive & fun working environment 

Required Skills and Qualifications 

CUSTOMER SERVICE 

• Respond to customer inquiries via phone and email, in a prompt, courteous and professional manner. 
• Conduct standard administration tasks such as actioning the inbox, allocating and closing cases and keeping reports. 
• Professionally managing any escalations to the frontline supervisor. 
• Remain up to date on current technical information and training. 
• Manage and resolve customer complaints as required, ensuring action is taken within the business to avoid similar issues in future.