Team Leadership: Manage and mentor a team of customer service representatives, fostering a collaborative and motivated work environment.

Customer Interaction: Handle escalated customer inquiries and complex issues with professionalism and empathy.

Problem Resolution: Investigate and resolve customer complaints effectively, ensuring prompt and satisfactory resolutions.

Product and Process Expertise: Develop a comprehensive understanding of our products, services, and operational procedures to provide accurate information and guidance to both customers and team members.

Performance Monitoring: Monitor team performance metrics, such as response time, first-call resolution, and customer satisfaction ratings, to ensure targets are met or exceeded.

Collaboration: Work closely with cross-functional teams including sales, technical support, and operations to enhance the overall customer experience and streamline processes.

Continuous Improvement: Identify opportunities for process improvements based on customer feedback and industry best practices.

Reporting: Maintain accurate records of customer interactions and prepare regular reports on team performance and customer feedback for management review.