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Customer Care Team Lead
2 months ago
We are seeking a highly skilled and experienced Customer Care Team Lead to join our team at Nivel. As a key member of our customer-facing team, you will be responsible for providing exceptional customer service, leading a team of customer care representatives, and driving business growth through process improvements and strategic initiatives.
Key Responsibilities- Leadership and Team Development: Provide guidance, coaching, and feedback to customer care representatives to ensure they have the skills and knowledge needed to deliver exceptional customer service.
- Customer Service: Respond to customer inquiries, resolve issues, and provide solutions in a timely and professional manner.
- Process Improvement: Analyze customer feedback and data to identify areas for process improvement and implement changes to drive business growth and customer satisfaction.
- Team Management: Manage the daily workload of customer care representatives, prioritize tasks, and ensure that all customer issues are resolved in a timely manner.
- Training and Development: Develop and deliver training programs to customer care representatives to ensure they have the skills and knowledge needed to deliver exceptional customer service.
- Communication: Communicate effectively with customers, team members, and other stakeholders to ensure that customer issues are resolved and that business goals are met.
- Leadership Experience: 2+ years of experience in a leadership role, preferably in a customer-facing environment.
- Customer Service Experience: 3+ years of experience in a customer-facing role, preferably in a call center or customer service environment.
- Process Improvement Experience: Experience in analyzing customer feedback and data to identify areas for process improvement and implementing changes to drive business growth and customer satisfaction.
- Communication Skills: Excellent written and verbal communication skills, with the ability to communicate effectively with customers, team members, and other stakeholders.
- Technical Skills: Proficient in Microsoft Office and other software applications, with the ability to learn new systems and technologies quickly.
- Competitive Salary: A competitive salary and benefits package, including health insurance, paid time off, and a 401(k) matching program.
- Opportunities for Advancement: Opportunities for career advancement and professional growth, with a focus on developing the skills and knowledge needed to succeed in a rapidly changing business environment.
- Collaborative Work Environment: A collaborative and dynamic work environment, with a focus on teamwork, innovation, and customer satisfaction.
