Team Lead Customer Service
Core
Coaching, developing, and motivating a team of 3 Customer Service agents to ensure smooth service via phone, email, chat, and social media.
Role type
Team Lead Customer Service
Builds
Customer service operations and team performance
Domain
Retail / Customer Service
Deliverable
dashboards & analysis
Required skills
People management, team coaching, operational planning, KPI monitoring, recruitment support, cross-functional collaboration, administrative skills, problem-solving, adaptability, digital literacy
Preferred skills
Experience in leadership or coaching roles within Customer Service, Retail, or similar environments, French language knowledge
Technologies
Customer communication channels (phone, email, chat, social media), internal computer systems
Responsibilities
Coach and develop a team of Customer Service agents, support daily planning and operations, organize team meetings, assist in recruitment and onboarding, monitor KPIs and service levels, collaborate with Retail, B2B, Logistics, and HR teams, take operational responsibility in the absence of the Customer Service Manager