Deskripsi Pekerjaan
Are you a natural leader with a passion for client success? KMC Solutions is seeking a highly motivated Customer Service Team Lead to join our dynamic team in Taguig City. In this pivotal role, you will serve as the bridge between our operations team and our valued clients, ensuring excellence in service delivery, account retention, and strategic growth.
You will lead a high-performing team in a fast-paced environment, fostering a culture of accountability and professional development. This is an ideal position for a detail-oriented professional who excels at conflict resolution, process optimization, and nurturing long-term business partnerships. Join us in shaping the future of client management and delivering unparalleled service standards.
Tanggung Jawab
- Lead, coach, and mentor a team of customer service professionals to meet and exceed KPIs.
- Act as the primary point of escalation for complex account issues, ensuring swift and satisfactory resolution.
- Develop and implement strategies to improve client retention and drive account expansion.
- Monitor team performance metrics and conduct regular coaching sessions to enhance service quality.
- Collaborate with cross-functional departments to streamline site operations and improve workflows.
- Prepare and present performance reports to senior leadership, identifying trends and growth opportunities.
- Maintain a high level of client satisfaction by ensuring consistent communication and proactive problem-solving.
Kualifikasi
- Bachelor’s degree in Business Administration, Communications, or a related field.
- Minimum 3-5 years of experience in customer service, with at least 1-2 years in a leadership or supervisory capacity.
- Proven track record in account management, client relations, and retention strategies.
- Exceptional verbal and written communication skills in English.
- Strong analytical skills with the ability to interpret data and translate it into actionable insights.
- Proficiency in CRM software and Microsoft Office Suite.
- Ability to work in a high-pressure, fast-paced onsite environment with a focus on day-shift operations.