Customer Support Team Lead (Gyumri)

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Крайний срок: 26 Март 2023

Условия контракта: Постоянный

Категория: Организация продаж/обслуживания

Тип вакансии: Полная ставка

Местонахождение: Гюмри

We are looking for a Customer Support Team Leader to join our team.

The job is shift-based and includes morning, afternoon and evening shifts.

Create an engaging team environment․
Ensure proper customer service process by the team during the shift.
Monitor and conduct individual work with each team member involved in the group.
Regular monitoring of per group and unit service chats and calls; constant information about the current situation; systemization and escalation of existing problematic situations.
Օrganize and implement the development plan of team members.
Set individual short-term and long-term goals for team members.
Proper maintenance and supervision of the service of the Company's social media pages.
Identify existing problems in customer service process, submit suggestions for improvement.
Continuous monitoring of customer support quality and implementation of improvements.
Continuous development of professional skills, knowledge; participation in organized trainings; creation and constant updating of knowledge base.
Promote teamwork and cooperation; make the best efforts to carry out the functions.
Recognize high performance and reward accomplishments․
Listen to team members’ feedback, give solutions to any issues or conflicts․
Motivate team members providing constructive feedback on the job done․
Communicate team targets and company policy and/or procedure changes with the staff․
Discover training needs and provide coaching․
Prepare daily, weekly, monthly reports․ present analyses and recommendations.
Perform other functions assigned by the immediate Supervisor.