Customer Service Team Lead at Morsan HR

Reporting to: Customer Service Manager

The Customer service team lead will be responsible for managing a team of customer service representatives and ensuring excellent customer service standards. The team lead must be detail-oriented, able to work under pressure and have a strong understanding of customer service principles.

Key Responsibilities:

• Monitor customer service metrics such as response time, resolution time, and customer satisfaction scores.
• Develop and maintain standard operating procedures (SOPs) for customer service operations.
• Handle escalated customer complaints and provide timely resolutions.
• Work closely with other departments such as operations and logistics to ensure a seamless customer experience.
• Maintain a positive and collaborative work environment.
• Collaborate with the marketing team to develop customer service initiatives that support overall business goals.
• Implement quality control measures to ensure that customer service representatives are providing accurate and consistent information to customers.
• Monitor customer service trends and provide recommendations for improvement to senior management.
• Develop and implement customer retention strategies to increase customer loyalty.
• Manage the customer service budget and ensure that resources are allocated effectively.

Key Requirements:

• Bachelor’s degree in business, marketing, or related field preferred.
• Minimum of 5 years of experience in a customer service leadership role.
• Strong communication and interpersonal skills.
• Excellent problem-solving skills and ability to handle difficult situations.
• Ability to work under pressure and meet deadlines.
• Experience using customer service software and tools.
• Strong organizational skills and attention to detail.
• Proven ability to manage and motivate a team.

Qualified candidates to share their CVs to careers@morsanhr.co.ke