Customer Service Representative - Team Leader

No. of Openings 3
Industry Business Process Outsourcing (BPO)
Category IT&Telecommunication
Location Chundevi Marg, Maharajgunj, Kathmandu-4, Nepal, Kathmandu, Kathmandu District
Job Level Mid Level
Salary (Negotiable)
Education Level Bachelors
Desired Candidate Female Only
Experience 1 + year
Expiry date Mar 14, 2025 (2 days left)
Vehicle License no
Skills Team Leadership, Communication, Email Writing, Office Application: Word, Excel, PowerPoint

Job Description

Job Summary:

We are looking for a Customer Service Team Leader to oversee a team of customer service representatives and ensure excellent customer experiences. The ideal candidate will monitor team performance, provide training and support, and handle escalated customer issues. This role requires strong leadership, communication, and problem-solving skills to maintain high service standards and customer satisfaction.

Key Responsibilities:

Supervise, mentor, and motivate a team of customer service representatives.
Monitor team performance and meet key performance indicators (KPIs).
Provide training, coaching, and ongoing support to team members.
Handle escalated customer complaints and ensure timely resolution.
Develop and implement strategies to improve customer service quality and efficiency.
Conduct regular team meetings and provide feedback on performance.
Collaborate with other departments to resolve complex customer issues.
Maintain accurate records of team performance, customer feedback, and issue resolutions.
Ensure compliance with company policies and procedures.
Assist in recruiting and onboarding new customer service representatives.

Job Specification

Requirements & Skills:

Bachelor's degree in Business, Communications, or a related field.
Proven experience in customer service, with at least 1-2 years in a leadership role.
Strong leadership and team management skills.
Excellent verbal and written communication skills.
Ability to handle high-pressure situations and resolve conflicts effectively.
Experience with CRM software and customer service tools.
Strong problem-solving and decision-making abilities.
Willingness to work flexible shifts, including weekends and holidays if required.

Benefits: