Mô tả công việc
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Chi tiết công việc Customer Service Team Lead tại Innovature Consulting Inc.
- Adhere to established workflows, Standard Operating Procedures (SOPs), and other tasks promptly, accurately, and consistently.
- Manage customer inquiries and provide support for product or service-related issues, technical problems, and account inquiries.
- Continuously follow, maintain, and update SOPs.
- Participate in internal audits and quality checks to ensure team and individual work quality.
- Monitor team performance, establish targets, and provide constructive feedback to assist team members in achieving their objectives.
- Ensure team members comply with quality standards and meet performance metrics.
- Offer guidance, direction, and leadership to team members, ensuring a clear understanding of roles and responsibilities.
- Identify training needs, arrange training opportunities, and support team members in enhancing their skills and knowledge.
- Act as the primary point of contact for clients regarding team service quality and management matters. Address and resolve team-related issues and proactively escalate issues to higher management when necessary.
- Generate reports and metrics on team performance and management for direct management’s review.
- Participate in the interview and recruitment processes for the team and contribute to the training of new team members.
- Perform other ad-hoc tasks as assigned by management.
- Possesses a minimum of 2-3 years of experience in Customer Service.
- Proficient in using Outlook, Excel, and Adobe Acrobat.
- Demonstrates an excellent command of English communication (both written and verbal) to facilitate training and maintain regular communication/reporting with the client’s team.
- Demonstrates a willingness to continuously learn and adapt to new conditions.
- Exhibits a strong sense of urgency and the ability to multitask effectively.
- Previous experience in team management positions is preferred.
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