Customer Support Team Leader

Job summary
We are looking for a careful, detailed, proactive individual with good problem- solving ability to be our Leader of Customer Support team. This person plays a crucial role in supervising and supporting the CS team for customer service issues and ensuring orders are processed efficiently and accurately. You will not only maintain an excellent working relationship with our customer support team but also need to connect with our suppliers to deliver excellent experiences for our customers.
Essential Roles and Responsibilities

Performance Evaluation: Understand all the metrics in our CRM system, develop and monitor key performance indicators to measure the effectiveness and quality of CS people.
Performance Metrics Management: Improving and maintaining a Trustpilot score at 4.5, CSAT score at 4.9, One touch ticket rate of 70%, first response time to customer inquiries to under 45 minutes (Email), 5 minutes (Social Media).
Leadership: Direct the Customer Support team to manage daily customer inquiries & problems, proactively recommending solutions and addressing customer concerns to uphold high satisfaction levels.
Team Development: Collaborate with team members to provide constructive feedback and insights aimed at improving their performance and professional growth.
Customer Experience: Ensure a positive and consistent customer experience across all touchpoints with the Customer Support team.
Supplier Coordination: Interface with suppliers to resolve any issues related to orders, ensuring smooth and effective communication to address and rectify problems.

Skills and Qualifications

CRM Proficiency: Familiarity with CRM systems (particularly Gorgias) to monitor and assess customer support performance.
Soft Skills: Attention to detail, proactive, and strong analytical and problem- solving abilities, with the ability to use data to inform decisions and drive changes.
Experience: More than 2 years of experience as a leader/head of Customer Support team.
Effective communication and collaboration skills with team members and cross- functional teams.
Working time: 2 shifts (can discuss)From 4:00 PM to 8:00 PM: Working offline at the officeFrom 10:00 PM to 2:00 AM: Working online
Customer Experience Expertise: Deep understanding of customer experience principles.
Technical Skills: Intermediate proficiency in Excel and MS Office applications.
Language Proficiency: Fluent in English (both written and spoken), with an IELTS score of 6.5 or higher, or equivalent.

Additional Requirements

A positive, “can do” attitude.
Proactive learning behavior: We request all people to learn daily (only learn things that can support your work immediately) and share it with others.
Understand our core values: 100%, Winning Mentality, and Teamwork. You can check it out here: patigroup.com. If you think this is something you have, give us proof.

Chế độ bảo hiểm, Du Lịch, Phụ cấp, Du lịch nước ngoài, Chế độ thưởng, Đào tạo, Tăng lương, Nghỉ phép năm

Cập nhật gần nhất lúc: 2024-08-28 18:30:02