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Job Description Team Leader Customer Service
The Customer Service Team Leader leads and motivates customer service teams of various sizes. He ensures optimal customer care during and after the purchase and thus guarantees that communication with the customer is implemented in the best possible way.
In his function, the customer service team leader usually reports directly to the unit manager and works in close cooperation with interface functions and departments in the company.
Part of the job and typical tasks of a customer service team leader
The Customer Service Team Leader manages a team of Customer Service Representatives. He is the contact person for this team in day-to-day operations and provides assistance, particularly with complex issues.
He leads goal-oriented and motivating team meetings to optimize daily business and gives regular feedback in team and individual discussions. The development of his team takes place in close cooperation with the training department. He develops his customer advisors with regard to optimal telephone support for customers or direct contact. This includes conflict management as well as sales training.
The customer service team leader monitors the KPIs using reports and finds solutions if the objectives have not been achieved. This enables him to ensure compliance with the quality standards and targets in his team and to react early if there is a need for optimization.
The customer service team leader is also responsible for daily planning, such as work distribution and personnel deployment. He has to cope with all this with a professional demeanor and always be friendly.
Inside WorkSource
One-stop center provides a job database, archived employment-related news, a directory of job service centers and a list of training programs.
Website: http://www.wa.gov/esd/1stop/
Jobs Employment Washington State
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