Your Role
As Customer Care Team Leader, you will organize and direct the day-to-day activities of a team of Customer Care Reps to resolve customer issues, deliver superior customer service and ensure customer satisfaction.
What You Will Do
Manage and support a team of Customer Care Reps to receive inbound calls, place outbound calls, and conduct field visits
Organize weekly schedules and plans, monitor teams’ attendance and execution of tasks
Provide day-to-day problem solving and coaching and answer Customer Care Rep questions, assign tasks, follow-ups and give instructions as necessary
Ensure team members obtain the appropriate training and support
Give voice to KOKO customers by understanding and reporting recurring questions and issues
Communicate openly and honestly with KOKO customers
Build, manage, and maintain strong, positive customer relationships
Resolve escalated customer queries and further escalate issues to senior management, as appropriate
What You Will Bring to KOKO
3+ years of work experience, including prior experience in a call center
1+ year of management experience
Strong phone contact handling and active listening skills
Empathetic customer orientation and ability to adapt and respond to challenging situations
Excellent written and oral communication skills
Proficiency with Gmail and Google Suite (Docs, Sheets, Slides)
Familiarity with customer management systems (ZenDesk, FreshService, QueueMetrics) preferred
Ability to multitask, prioritize, and manage time effectively.
Results orientation and comfort in a performance-driven work environment
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