CSR Team Leader - ASAP!

We're seeking an experienced CSR Team Leader to supervise our customer service team, ensuring exceptional customer experiences and driving team efficiency. The ideal candidate will have excellent leadership, communication, and problem-solving skills.

Key Responsibilities

1. Team Management: Lead and motivate a team of Customer Service Representatives (CSRs) to achieve service excellence.

2. Customer Service: Resolve complex customer complaints and escalate issues as needed.

3. Performance Monitoring: Track team metrics (e.g., first call resolution, average handling time) and provide constructive feedback.

4. Coaching and Development: Conduct regular performance reviews, training sessions, and coaching to enhance team members' skills.

5. Process Improvement: Identify and recommend process enhancements to increase efficiency and customer satisfaction.

6. Communication: Foster collaboration between CSRs, other departments, and management.

7. Quality Assurance: Ensure adherence to company policies, procedures, and industry regulations.

8. Reporting: Prepare and present team performance reports to management.

Qualifications

Bachelor's degree in Business Administration, Management, or related field.
Minimum 1-2 years of experience in customer service, preferably in a team lead or supervisory role.
Familiarity with the beauty or aesthetics industry (advantageous).
Proven ability to lead and motivate members.
Excellent verbal and written communication skills.
Strong analytical and problem-solving skills.
Ability to prioritize tasks, manage multiple responsibilities, and meet deadlines.
Proficiency in CRM software and Microsoft Office.
Work Schedule
Monday to Friday: On-site work and Saturday: Work-from-home arrangement

What We Offer

Opportunities for career growth & development
Collaborative and dynamic work environment
Recognition and rewards for outstanding performance