Customer Service Team Lead

The customer service team leader position is responsible for providing quality and efficient customer service to customers through the daily management of a team of employees to include hiring, motivating, recognizing and rewarding, coaching, counselling, training, and problem-solving. Additionally, the position is responsible for assisting the manager with development, analyses and implementation of staffing, training, telemarketing, scheduling and reward/recognition Upgrade to see actual infosential Functions:

Provides daily direction and communication to employees so that customer service emails are answered in a timely, efficient and knowledgeable manner.
Provides continual evaluation of processes and procedures. Responsible for suggesting methods to improve area operations, efficiency, and service to both internal and external customers.
Provides statistical and performance feedback and coaching on a regular basis to each team member.
Writes and administers performance reviews for skill improvement.
Is available for employees who experience work and/or personal problems providing appropriate coaching, counseling, direction, and resolution.
Ensures employees have appropriate training and other resources to perform their jobs.
Responds to and resolves employee relations issues expressed by team members.
Creates and maintains a high-quality work environment so team members are motivated to perform at their highest level.
Addresses disciplinary and/or performance problems according to company policy.
Prepares warnings and communicates effectively with employees on warnings and makes effective/appropriate decisions relative to corrective action as required.
Works as a member/leader of special or ongoing projects that are important to area/process improvement.
Shares continual responsibility for deciding how to manage the CS team, ensuring emails are handled efficiently and Upgrade to see actual infotablishes work procedures and processes that support the company and departmental standards, procedures, and strategic Upgrade to see actual infoes appropriate judgment in upward communication regarding department or employee concerns.
Ensuring CSR KPI's are met
Ensuring weekly quotas are met
Dealing with disputes for PayPal & Stripe
Talking to Eva directly for tracking problems & order alterations.
Ensuring EOD reports are done, work diary and schedules of the team are being followed.
Willing to work from Monday - Saturday 9 AM to 6 PM PH Upgrade to see actual infopetencies:
Communication Proficiency.
Customer/Client Upgrade to see actual infoanizational Skills.
Performance Management.
Problem Solving/Analysis.
Technical Capacity.