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- Leading, coaching, and developing the customer service team to consistently exceed performance targets
- Overseeing day-to-day operations, ensuring timely and effective resolution of customer queries and complaints
- Monitoring KPIs, service levels, and customer feedback, using insights to continuously improve processes
- Implementing and refining customer service strategies that align with business goals
- Collaborating with internal departments (sales, operations, marketing) to resolve complex customer issues and enhance service delivery
- Recruiting, training, and onboarding new team members as needed
- Handling escalated complaints and ensuring a swift, customer-focused resolution
- Maintaining accurate records and producing regular reports for senior management
- Having a minimum of 8 years' experience in customer service, with at least 3 years in a managerial or team lead role
- Demonstrating strong leadership and people management skills with a passion for team development
- Communicating effectively and showing excellent interpersonal abilities
- Feeling confident using CRM systems and customer service tools
- Possessing an analytical mindset and adopting a continuous improvement approach
- Remaining calm under pressure and focusing on solutions
- Showing a proven track record of driving customer satisfaction and improving operational efficiency
