Team Lead Customer Services

Position Title : Team Lead Customer Services Minimum Required Qualification: MBA Short Job Objective: Responsible for providing quality and efficient customer service through daily management of team.   Required Competencies:  

1. Proven Leadership Experience
2. Strong Customer Focus
3. Efficient and effective handling of support staff
4. Corporate Savvy
5. Problem Solving / Priority Setting / Decision Making
6. Communication skills

  Job Responsibilities:   v  Drive, supervise and manage 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 trainings for clients, in particular members of the Pakistan Micro Finance Network v  Provide 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.