Customer Support Lead

Job Opportunity: Customer Support Lead

Role: Customer Support Lead

Responsibilities:
- Improve customer service experience, create engaged customers, and facilitate organic growth.
- Take ownership of customers' issues and follow problems through to resolution.
- Implement the mission and deploy strategies focused on that mission.
- Develop service procedures, policies, and standards.
- Maintain updated and accurate records, documents, and customer service actions.
- Analyze statistics and compile accurate reports.
- Recruit, mentor, and develop customer service associates.
- Nurture an environment where associates can excel through encouragement and empowerment.
- Keep ahead of industry developments and apply best practices for improvement.
- Maintain an orderly workflow according to priorities.
- Create and maintain a quality assurance program, including call monitoring and processing.
- Implement and maintain a regular call monitoring schedule.
- Establish new benchmarks and metrics.
- Act as a reference point for CSR queries on issues related to DA and CRM.
- Provide training material and assist in troubleshooting potential issues.
- Identify areas to improve efficiencies, reduce repeat calls, and provide feedback and coaching to CSR’s to minimize escalations.

Requirements:
- Proven working experience as a customer service team leader (preferable).
- Working experience in Call Center service roles.
- Experience in the implementation of aims/objectives and KPIs.
- Exceptional leadership skills.
- Familiarity and interest in the industry’s latest trends.
- Hands-on experience with guest relationship management software.
- Proficiency in English.
- Excellent problem resolution skills.
- Outstanding communication and active listening skills.
- Ability to work flexible hours when needed (supervise evening and weekend working).
- Highly responsible and reliable with a professional presentation.
- Ability to implement shift schedules and set up SLA procedures.
- Experience with multi-channel support (chat, customer support center, call center).
- Experience with managing multi-product support.
- Experience with training, setting up guidelines, and KPIs.
- Experience with setting up and managing a multi-country CS support team (team and process setup, training & reporting, performance reviews).