Nile is looking for a Customer Service Team Lead to manage and mentor a team of representatives. In this role, you'll optimize customer service processes, oversee the help desk with automation tools, manage parts orders, and drive customer retention. Success involves meeting performance goals and ensuring exceptional service, contributing to Nile's ongoing commitment to operational excellence and customer satisfaction.
Responsibilities
Leadership, Management, and Accountability (LMA):
Lead, mentor, and manage a team of customer service representatives.
Ensure team members are meeting performance goals and adhering to company policies.
Customer Service Processes:
Develop, implement, and optimize customer service processes to enhance efficiency and effectiveness.
Monitor and analyze customer service metrics to identify areas for improvement.
Ensure all customer interactions are handled professionally and promptly.
Help Desk Rules and Automation:
Oversee the help desk operations, ensuring compliance with established rules and procedures.
Implement automation tools to streamline help desk processes and improve response times.
Train team members on the use of help desk software and automation tools.
Parts Ordering:
Manage the parts ordering process to ensure timely and accurate fulfillment of customer orders.
Coordinate with suppliers and internal departments to maintain optimal inventory levels.
Resolve any issues related to parts orders and deliveries.
Customer Retention and Satisfaction:
Develop and implement strategies to improve customer retention and satisfaction.
Address customer complaints and concerns promptly and effectively.
Conduct customer satisfaction surveys and analyze feedback to drive continuous improvement.
Qualifications
Proven experience in a customer service leadership role.
Strong understanding of customer service processes and best practices.
Experience with help desk software and automation tools.
Excellent communication and interpersonal skills.
Ability to manage multiple tasks and prioritize effectively.
Strong problem-solving skills and attention to detail.