Customer Service Team Lead

Role & responsibilities

• Supervise and lead a team of customer service representatives.
• Efficiently handle and resolve customer escalations, complaints, issues, and concerns to ensure customer satisfaction.
• Conduct regular performance evaluations and provide constructive feedback.
• Schedule and manage shift allocations to ensure coverage.
• Provide assistance and guidance to team members in resolving complex customer issues. Ensure a high level of customer satisfaction and maintain a positive company image. Recommend and implement process improvements to enhance service delivery.
• Flexibility to work in shifts, including evenings, weekends, and holidays as required.

Preferred candidate profile

Bachelors Degree or equivalent.

Minimum of 3-5 years of experience in a customer service role, with at least 1-2 years in a supervisory or lead position.

Experience in Healthcare/BPO sector is a plus.

Perks and benefits