Responsibilities for the Customer Service Team Leader Job
To manage the inbound team
answer calls and respond to emails
handle customer inquiries both telephonically and by email
research required information using available resources
manage and resolve customer complaints
provide customers with product and service information
enter new customer information into system
update existing customer information
process orders, forms and applications
identify and escalate priority issues
route calls to appropriate resource
follow up customer calls where necessary
document all call information according to standard operating procedures
complete call logs
produce call reports
Qualifications for the Customer Service Job
College diploma or equivalent
Proficient in relevant computer applications
Required language proficiency
Knowledge of customer service principles and practices
Knowledge of call center telephony and technology
Some experience in a call center or customer service environment
Good data entry and typing skills
Knowledge of administration and clerical processes
Key Competencies
Verbal and written communication skills
Listening skills
Problem analysis and problem solving
Customer service orientation
Organizational skills
Attention to detail
Judgment
Adaptability
Team work
Stress tolerance
Resilience
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