Job Description
Customer Service Team Leader – Email and Call Center
Arctic Adventures is looking for an experienced Customer Service Team Leader to provide excellent customer service to our customers. The main goal of the Team Leader is to lead our Email & Call Center department in Vilnius and keep the department running in an efficient and profitable manner to increase customer satisfaction. The Team Leader will work closely with the Customer Service Management team to ensure proper customer service is being delivered. This involves training new team members, managing a team of junior customer representatives, resolving customer related issues and complaints and making sure that the company guidelines and procedures are being followed. Customer service Team Leaders make sure that the needs of their customers are being satisfied.
Responsibilities
- Work with customer service managers to ensure proper customer service is being delivered.
- Manage and mentor a team of junior customer service representatives in cooperation with the management team
- Improve customer service experience and facilitate organic growth
- Investigate and solve customers’ problems, which may be complex or long-standing problems that have been passed on by customer service assistants
- Analyze statistics and compile accurate reports.
- Recommend potential products or services to management by collecting customer information and analyzing customer needs.
- Provide help and advice to customers using your organization's products or services.
- Communicating courteously with customers by telephone, email as well as other channels.
- Issue refunds or compensation to customers
- Write accurate reports analyzing the service offered
- Improve customer service procedures, policies and standards
- Work closely with the Customer Service managers in improving the service offered
- Learning about your organization's products or services and keeping up to date with changes
- Set reasonable customer satisfaction goals in cooperation with managers and work with the team to meet them on a consistent basis
- Handling Daily Operations and managing a large number of incoming calls and emails
- Boosting Team Morale by creating an inspiring team environment with an open communication culture
- Monitor team performance and implement feedback
- Delegate tasks and set deadlines
- Motivate team members
Requirements
- Supervisory experience
- Experience in providing customer service support
- Proficiency in English
- Ability to think strategically and to lead
- Strong client-facing and communication skills
- Advanced troubleshooting and multi-tasking skills
- Customer service orientation
- Ability to translate skills to other employees through training and mentoring
- The ability to maintain calm under pressure
- Administrative skills
- Excellent communication and leadership skills
- Basic computer skills and excellent phone disposition
