Customer Service Lead

📋 Description

• Train and mentor a team of customer service representatives.

• Review communications via email, chat, and phone calls to ensure adherence to company policies and standards.

• Address escalated customer inquiries through calls, emails, and chats as required.

• Provide prompt and professional responses to customer questions and feedback via phone, email, and live chat.

• Handle inbound telephone calls while delivering outstanding customer support.

• Responsible for investigating and resolving complaints to guarantee customer retention and satisfaction.

• Follow up on all written communications and escalate issues to the customer service manager when necessary.

• Collaborate and coordinate with other departments to ensure effective problem resolution, and work alongside fellow customer service team members to foster a culture of customer satisfaction.

• Stay informed and train customer service representatives on all new policies and procedures.

⛳️ Requirements

• Proficiency in Microsoft Word and Excel.

• High School Diploma.

• Ability to type 50+ words per minute.

• A minimum of 2 years of experience in customer service, help desk, or call center roles in a retail setting (Preferred).

• At least 1 year of experience in a team leadership position (Preferred).

• Ability to type 60+ words per minute (Preferred).

• Reliable internet connection with a speed of 50 Mbps or greater via Ethernet (Wi-Fi not permitted).

• Must have a dedicated, quiet workspace free from distractions, including a suitable work surface (desk that accommodates a laptop and monitor).

• Willingness to work required overtime as business demands arise.

• Flexibility in scheduling as shifts may change according to customer needs.

🏝️ Benefits

• Flexible work arrangements.

• Opportunities for professional development.