Customer Service Team Lead

თბილისი სრული განაკვეთი Clark Outsourcing Company
მივლინება: არა ხელფასი: 2600 - 3400
ენები: ინგლისური
გაყიდვები: კლიენტების მომსახურების მენეჯერი
Clark Outsourcing Company announces a vacancy for the position: Customer Service Team Lead
Position Title: Customer Service Team Lead
Classification: Associate
Salary: 2600 to 3400 GEL a month
Schedule: 8 pm - 5 AM

Background:
As a Customer Success Representative Team Lead, you will report directly to our Customer Service Manager fulfilling day-to-day customer service needs, user setup and onboarding tasks, handling customer phone calls, and responding to email requests in a timely manner frequently. Exceptional organizational skills will be required to oversee a growing user base in need of training and support.

Responsibilities:
  •  Manage day to day of offshore CS team operations.
  •  Coach and hold staff accountable to quality, metrics, and volume.
  •  Cascade Changes in product and policy to team members.
  •  Provide accurate, valid, and complete information by using the right methods/tools
  •  Take and resolve customer service requests via different forms of communication.
  •  Foster a culture of positivity, enthusiasm, teamwork, and care for clients and co-workers.
  •  Use critical thinking skills to propose a proper and thorough solution for every client’s concern.
  •  Be timely, accurate, empathetic, responsive, and sensitive to clients' concerns, questions, and requests.
  •  Coordinate communication with other departments for follow-through on technologyrelated issues or order preparations.
  •  Assist in client escalations, taking calls, and responding to emails as needed.
  •  Measure key performance indicators ensuring service levels are met, high quality, and productivity is maintained and exceeding customer service goals.
  •  Administer customer service technologies.
  •  Continually look for ways to ensure your clients and team feel fulfilled, appreciated, and excited to work with you and our company.
  •  Should be able to learn our product offerings thoroughly and, perform training coaching sessions, and teach our products to any user/team member upon request, both online and in person.
  •  Interpret users’ needs and wants when they may not know what they want and or need.
  •  Solve user issues while also teaching them how to self-service for future use.
  •  Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.

Requirements:
  •  Availability for Graveyard Shift to Support U.S. Time Zones. Non-negotiable
  •  Experience with ZenDesk or other Customer Support tools.
  •  Fluent in English Spoken, Written, and reading comprehension
  •  Comfortable with written language - not only in crafting responses but also in accurately interpreting the actual requests of clients.
  •  Attention to detail
  •  5+ years of relevant experience in a fast-paced online customer service environment. Including Voice, Chat, Email
  •  Basic knowledge of the Real Estate and/or Mortgage Lending industries is a plus, but optional.
  •  Dynamic and reliable team members are ready to take on anything that comes at them and inspire their team to do the same.
  •  Strong training, organizational, and project management skills
  •  A creative problem solver that proactively looks for new solutions with the big picture of the overall company initiatives in mind.
  •  Ability to remain calm and respond in a friendly manner under pressure.
  •  Empathy for users who are not tech-savvy.
  •  Proven ability to embrace and manage change in an ever-changing environment.
  •  Extremely Comfortable with technology, wants to learn more and multitasks with ease.
  •  Ability to learn internal systems quickly and efficiently.
  •  Critical Thinker, who looks outside the box.
  •  Able to manage confrontational and escalated customer issues in a controlled and courteous manner.
  •  Flexible and resilient, comfortable with ambiguity, adaptable to a fast-changing environment.

To apply please send your resume to the following email : clarkoutsourcing+candidate+jl83x6rv3@mail.manatal.com or tbilisiadmin@clarkoutsourcing.com