Cette offre d'emploi n'est pas disponible dans votre pays.

Customer Service Team Lead

InfluxMorocco, Morocco

Il y a plus de 30 jours

Description de poste

Client Team Leader- Bilingual Spanish & English

Influx is a global, fully-remote company on a mission to make the customer experience for successful online businesses better. Influx provides round-the-clock support solutions that are on-brand and on-demand for some of the world’s most disruptive & hypergrowth brands in eCommerce, SaaS, tech, and more.

Seeing continued growth in the business year-on-year, we are looking for a passionate, talented, and highly-motivated client team leader to join our team. This is a fully remote position that requires the position holder to be a motivational figure for service agents within his / her team, driving them on to achieve their best, deliver customer experiences of the highest standard, and promote customer satisfaction.

Responsibilities

Ensure achievement of Client KPIs.
Ensure the team is organized effectively to maximize productivity
Monitor, identify, and resolve performance / behavior / attendance issues using prescribed performance management techniques.
Daily report to the delivery manager on team performance against KPIs
Handle escalations, and assist agents by providing support on customer queries
Time management of staff breaks and schedules to ensure no impact on production
Communicate all processes; client changes and notifications to agents in a timely manner
Highlight concerns that impact team performance
Conduct pre-shift team meetings on a daily basis setting focus and priorities for the day to ensure the productivity of the agents along with their KPIs.

Qualities

Excellent written and oral Spanish communication, with the confidence to interact at all levels of the organization.English proficiency should also be good

Strong people leadership skills and takes initiative

Good reporting and presentation skills with a keen eye for detail

Desire to succeed with the ability to grasp processes and tasks quickly,

Hold your team (and yourself) accountable

Effective problem solver and takes ownership

Self-controlled / master stress management, and thrives under pressure

Strong organizational skills

Have the ability to influence and collaborate with a team

Personal drive with a sense of urgency and an ability to demonstrate a strong commitment to managing initiatives to a successful conclusion

Requirements

2+ years of customer service experience

1 year of management experience (would be an asset)

Attention to detail (i.e. verify all details are submitted, able to identify missing information)

Good use of Google Suites, Microsoft Excel, Word & PowerPoint Office suite.

Proven experience using Customer Service tools (Ticketing software, Email platforms, chat & phone software, etc.)

Strong problem-solving skills

Prior experience serving clients in a B2B environment

Benefits

Join a high-growth startup, full of possibilities

Professional and motivated colleagues from around the globe

Fair and open culture

Work-from-home arrangement

Work with clients in the USA, EU, and elsewhere

If this sounds like you or someone you know, the application link is below!

Créer une alerte emploi pour cette recherche

Customer Service • Morocco, Morocco