Customer Service Team Lead
Core
Lead, coach, and develop a team of five customer service professionals to deliver exceptional customer experience and manage escalated enquiries.
Role type
Customer Service Team Lead
Builds
Customer service operations and team performance
Domain
Technical equipment sector (commercial and residential)
Deliverable
dashboards & analysis
Required skills
Team leadership, performance monitoring, escalation management, process improvement, stakeholder relationship building, CRM/ERP system management, time management
Preferred skills
Technical/manufacturing/wholesale/distribution environment experience, Microsoft Dynamics, Navision, Business Central
Responsibilities
Lead and coach a team of five, monitor team performance and KPIs, manage escalated customer enquiries, implement process improvements, support reporting and systems
Seniority
Mid-level, hands-on IC