Deskripsi Pekerjaan
Join Monee as a Customer Service Lead and spearhead our commitment to exceptional customer experiences. This pivotal role oversees daily customer support operations, ensuring timely, accurate, and high-quality assistance across all touchpoints. You'll lead a dedicated team of customer service professionals, drive process improvements, and implement strategies to enhance customer satisfaction and retention. As a key player in our customer-centric culture, you'll analyze performance metrics, mentor team members, and collaborate with cross-functional teams to resolve complex issues. If you're passionate about elevating service standards and fostering a positive team environment, this opportunity offers the perfect platform to make a significant impact.
Tanggung Jawab
- Supervise and mentor customer service team members to achieve performance targets and quality standards
- Monitor daily operations, including call handling, email responses, and live chat interactions
- Develop and implement strategies to improve customer satisfaction and reduce resolution times
- Handle escalated customer issues and ensure timely, effective resolution
- Analyze performance metrics and generate reports for continuous improvement initiatives
- Train team members on product knowledge, communication skills, and problem-solving techniques
- Collaborate with sales, product, and technical teams to address customer concerns and enhance services
Kualifikasi
- Bachelor's degree in Business Administration, Marketing, or related field (or equivalent experience)
- Minimum 3 years of customer service experience with 1+ years in a supervisory role
- Proven track record of leading teams and achieving performance metrics
- Excellent communication, conflict resolution, and interpersonal skills
- Strong analytical abilities with proficiency in CRM systems and reporting tools
- Demonstrated ability to work in a fast-paced, target-driven environment
- Proficiency in both written and spoken English