Team Lead Customer Services
Minimum Required Qualification: MBA
Short Job Objective: Responsible for providing quality and efficient customer service through daily management of the team.
Required Competencies:
- Proven Leadership Experience
- Strong Customer Focus
- Efficient and effective handling of support staff
- Corporate Savvy
- Problem Solving / Priority Setting / Decision Making
- Communication skills
Job Responsibilities: v Drive, supervise, and manage a team of customer support services. v Provide continual evaluation of processes and procedures, training and guidelines as required for team enhancement v Responsible for suggesting methods to improve area operations, efficient services to both external and internal customers, Ensure prompt settlement and solutions of customer complaints, also maintain a log of complaints so that future recurrences are avoided v Work as a member/leader on special and ongoing projects related to verification, edition and deletion of data. v Correspond with institutions for smooth operations v Establish effective customer services mechanisms. v Ensure collection of monthly payments from clients, coordinate the timely release of contracts at least 3 months before expiry v Conduct periodic system training for clients, in particular, members of the Pakistan Micro Finance Network v Provide a brief description of our valued products to customers whenever required v Ensure compliance in line with ISO 27001. v Establish work procedures and processes that support company and departmental standards, procedures, and strategic directives. v Prepare periodic M.I.S for Management v Provide statistical and performance feedback and coaching on a regular basis to each team member for skill improvement. Also, maintain monthly tasks/work done by the department. v Will perform any task given by immediate supervisor.