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Frequently Asked Questions:

• How many Customer Services Team Leader jobs are available on Pertemps?

  There are 1 Customer Services Team Leader jobs available on Pertemps right now.

• What does a Customer Services Team Leader do?

  A Customer Services Team Leader is responsible for leading and managing a team of customer service representatives to ensure the delivery of excellent customer experiences. This role involves overseeing daily operations, resolving escalated issues, and fostering a positive and efficient work environment within the customer services department.

  Tasks required include:

  • Provide strong leadership and guidance to a team of customer service representatives..
  • Motivate, coach, and develop team members to achieve individual and team goals..
  • Manage the day-to-day operations of the customer services team, ensuring adherence to schedules and service level agreements..
  • Monitor and assess team performance against key performance indicators (KPIs)..
  • Handle escalated customer issues and complex queries, ensuring prompt and satisfactory resolutions..
  • Provide support and assistance to team members in resolving customer concerns..
  • Conduct regular quality assessments of customer interactions to ensure service excellence..
  • Offer constructive feedback to enhance individual and team performance..
  • Coordinate and conduct training sessions for new and existing team members..
  • Identify training needs and implement development plans to improve team capabilities..
  • Prepare and analyse performance reports, highlighting key metrics and areas for improvement..
  • Report on customer feedback trends and celebrate team achievements..
  • Contribute to the development and improvement of customer service processes..
  • Implement initiatives to enhance efficiency and effectiveness in service delivery..
  • Foster open communication within the team and with other departments..
  • Disseminate important information, updates, and changes effectively..
  • Collaborate with other team leaders, supervisors, and managers to address cross-functional issues and improve overall customer experience..
  • Actively participate in meetings and share insights for continuous improvement..
  • Ensure team adherence to company policies, procedures, and compliance standards..
  • Uphold ethical standards and maintain a positive team culture..

• What are the entry requirements for a Customer Services Team Leader?

  There are no pre-set entry requirements. Candidates are recruited with a variety of academic qualifications and/or relevant experience. Specialist qualifications may be required for work within certain sectors.