job description
Are you a dynamic leader with a passion for delivering exceptional customer service? Smarthire by SEEK is seeking an experienced Customer Service Manager/Team Leader to join our team in beautiful Bali. In this role, you will lead a high-performing customer service team, ensuring operational excellence and driving customer satisfaction. If you thrive in a fast-paced environment and have a proven track record in team leadership, this is the perfect opportunity for you.
As a Customer Service Manager/Team Leader, you will be responsible for overseeing daily operations, mentoring team members, and implementing strategies to enhance service quality. You will work closely with cross-functional teams to resolve customer issues, improve processes, and achieve business goals. This role offers a competitive salary, a collaborative work environment, and the chance to make a real impact in a growing organization.
Join us and take your career to the next level in one of the most vibrant and inspiring locations in the world!
Responsibility
- Lead and manage a team of customer service representatives, providing coaching, feedback, and performance evaluations.
- Ensure high levels of customer satisfaction by monitoring service quality and implementing improvement strategies.
- Develop and maintain standard operating procedures (SOPs) for customer service operations.
- Collaborate with other departments to resolve complex customer issues and improve overall service delivery.
- Analyze customer feedback and performance metrics to identify trends and areas for improvement.
- Train new team members and conduct regular refresher sessions to maintain service excellence.
- Handle escalated customer complaints and ensure timely and effective resolution.
- Drive team productivity and efficiency through effective workforce management and resource allocation.
Qualifications
- Bachelor's degree in Business Administration, Management, or a related field.
- Proven experience in a customer service leadership role, preferably in a call center or service-oriented industry.
- Strong leadership and team management skills with the ability to motivate and inspire teams.
- Excellent communication and interpersonal skills, with a customer-centric approach.
- Proficiency in using customer service software, CRM systems, and Microsoft Office Suite.
- Analytical mindset with the ability to interpret data and make data-driven decisions.
- Strong problem-solving skills and the ability to handle high-pressure situations.
- Fluency in English; additional languages are a plus.