Team Lead, Customer Service Excellence
Exinity
Employer Active
Posted 11 hrs ago
Send me Jobs like this
Experience
3 - 5 Years
Job Location
Education
Bachelor of Arts(Communication)
Nationality
Any Nationality
Gender
Not Mentioned
Vacancy
1 Vacancy
Job Description
Roles & Responsibilities
The Team Lead, Customer Service is responsible for overseeing a team of customer service representatives to ensure exceptional service delivery, efficient operations, and continuous improvement. This role acts as a bridge between frontline staff and management, driving performance, engagement, and customer satisfaction. You will work in a team comprising culturally diverse professionals with different skill sets who support each other in delivering impactful results.
Key Responsibilities:
- Team Leadership & Management
- Supervise, coach, and mentor a team of customer service representatives.
- Conduct regular performance reviews and provide constructive feedback.
- Schedule and manage shifts to ensure adequate coverage and workload balance.
- Customer Experience
- Monitor customer interactions to ensure quality and compliance with service standards.
- Handle escalated customer issues and resolve complex inquiries.
- Analyze customer feedback and trends to improve service delivery.
- Operational Excellence
- Track and report on key performance indicators (KPIs) such as response time, resolution rate, and customer satisfaction.
- Collaborate with other departments to streamline processes and resolve systemic issues.
- Implement and maintain standard operating procedures (SOPs).
- Training & Development
- Onboard new team members and provide ongoing training.
- Identify skill gaps and organize learning sessions or workshops.
- Promote a culture of continuous improvement and learning.
- Technology & Tools
- Utilize CRM and support platforms effectively (e.g., Creatio).
- Recommend and support implementation of new tools or system enhancements.
- Quality Assurance
- Implement QA frameworks for customer interactions across channels (voice, chat, email, social).
- Conduct regular audits and provide actionable feedback to agents and team leads.
- Develop and deliver training programs based on QA findings and customer feedback.
- Customer Service Excellence & Continuous Improvement
- Analyze customer feedback, CSAT, and NPS scores to identify trends and improvement opportunities.
- Lead initiatives to improve first contact resolution, reduce handling time, and enhance customer experience.
- Benchmark against industry standards and implement best practices.
Desired Candidate Profile
Qualifications
Education & Experience
- Bachelor's degree in Business, Communications, or related field (preferred).
- 3-5 years of experience in customer service, with at least 1-2 years in a supervisory or team lead role.
Skills & Competencies
- Strong leadership and people management skills.
- Excellent communication and interpersonal abilities.
- Problem-solving mindset with a customer-first approach.
- Proficiency in customer service software and reporting tools.
- Ability to work under pressure and manage multiple priorities.
Company Industry
Department / Functional Area
Keywords
- Team Lead
- Customer Service Excellence
Disclaimer: Naukrigulf.com is only a platform to bring jobseekers & employers together. Applicants are advised to research the bonafides of the prospective employer independently. We do NOT endorse any requests for money payments and strictly advice against sharing personal or bank related information. We also recommend you visit Security Advice for more information. If you suspect any fraud or malpractice, email us at abuse@naukrigulf.com
Exinity
Company Description Who are we? The Exinity Group is a wealth engine that wants to make financial independence a reality for an aspiring and upwardly mobile new generation of investors and traders - especially those in the developing world. As a globally recognized Financial Services firm, it is our mission to empower them to succeed. We design, engineer and market a growing range of innovative trading and investing products that meet their expectations for choice, creativity, and control, and which are backed by risk management tools, education - and exceptional customer experience. We have two decades of experience and a strong global presence in risk-driven online trading, and we want you to be a part of our truly international team that serve over two million clients in 150 countries from regulated centers across Europe, the Middle East, Africa and Asia. "Freedom to Succeed' is not just a promise we make to our clients and partners, but to our people too. We will help you develop a range of skills, take on early responsibility, and enjoy a rewarding and fulfilling career with a fast-growing, dynamic company.