We are seeking a seasoned Customer Experience Team Leader with experience in process improvement and team leadership. Our client, a well-known Retail & Apparel company, is looking for a permanent Customer Experience Team Leader to step in and provide crucial support to their CX Team.
As the Customer Experience Team Leader, you will be responsible for a range of duties, including but not limited to:
Leading, coaching, and developing the team to manage all customer communications, including voice, email, live chat, and reviews. Setting and managing team targets, rosters, and KPIs, while providing accurate reports on productivity, trends, and call outcomes. Serving as the escalation point for the team, solving complex queries and issues. Working closely with other departments, warehouse teams, and third-party couriers to identify and resolve potential issues. Managing all Zendesk administrative tasks and supporting project enhancements to improve customer experience. Answering customer calls in a timely, professional manner, while leading by example and logging details accurately into internal systems. Who You Are:
A passion for delivering exceptional customer experiences. A positive attitude toward both customers and team members. Strong problem-solving skills and the ability to identify areas for improvement. Patience and active listening skills to understand customer needs. At least 1 year of experience managing a team. A desire to learn and grow within a dynamic team. Excellent written and verbal communication skills. Experience with Zendesk (preferred). Benefits:
Salary of up to $90,000 + Super Great company culture and work environment Learning and development Newly renovated office environment with on-site parking available. We encourage you to apply now if you meet the above requirements and are interested in discussing the role further!
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