We are seeking a highly skilled and experienced Customer Service Representative (CSR) Team Lead (Female) to join our team. The ideal candidate will have 3 to 5 years of experience in customer service, exceptional communication skills, and leadership abilities. She will be responsible for leading a team of CSRs, ensuring excellent customer interactions, and maintaining high service standards.
Key Responsibilities:
Lead and manage a team of customer service representatives.
Monitor team performance and provide regular feedback and coaching.
Handle escalated customer inquiries and provide appropriate resolutions.
Ensure adherence to company policies and customer service standards.
Develop and implement strategies to enhance customer satisfaction.
Maintain detailed and accurate reports on team performance and customer interactions.
Coordinate with internal departments to ensure seamless operations.
Conduct training sessions to improve team skills and efficiency.
Requirements:
Bachelor’s degree in Business Administration, Communications, or a related field.
3 to 5 years of experience in a customer service role, with at least 1 year in a leadership position.
Excellent verbal and written communication skills.
Strong leadership and problem-solving abilities.
Proficiency in CRM software and Microsoft Office Suite.
Ability to handle high-pressure situations with professionalism.
Strong organizational and time management skills.
Preferred Qualifications:
Experience in a BPO center is highly preferred.
Fluency in English Language.
Prior experience managing customer service teams in a fast-paced environment.
Benefits:
Competitive salary (125K – 150K PKR).
Pick & drop services.
Health and wellness benefits.
Professional growth and development opportunities.
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