Customer Service Team Lead

Job Description

Title: Customer Service Team Lead

Company Name: Alpha Iota BPO

Vacancy: 01

Age: At least 22 years

Job Location: Anywhere in Bangladesh

Salary: Negotiable

Experience:

• At least 5 years

• Bachelor/Honors

• At least 5 years

• Age At least 22 years

Alpha Iota is based in Southeast Asia, where we are rapidly growing and are constantly on the lookout for talented individuals like yourself who want to make a difference and kickstart their successful careers. Here’s what awaits you at Alpha Iota! 

What would you be doing:

• Manage and lead customer service team for exceptional performance and customer satisfaction.

• Foster a positive and collaborative team culture, promoting employee engagement and strong work ethics.

• Daily checking and monitoring live chats handled by the customer service executives.

• Set, monitor, and evaluate performance goals and targets, reports aligned with established metrics, and implement improvement strategies.

• Conduct regular team meetings and provide coaching and one-on-one sessions for updates, feedback, and issue resolution.

• Handle escalated inquiries with professionalism, ensuring timely and satisfactory resolutions.

• Develop and implement customer service procedures, optimizing efficiency and the customer experience.

• Stay updated on industry trends, best practices, and technologies for innovative solutions.

• Cultivate empathy, active listening, and problem-solving skills within the team.Provide excellent live chat support with accurate information.

• Uphold integrity and confidentiality regarding customer information.

To be successful in this role, you will need to have:

• Degree in business administration, communications, or a related field.

• Minimum 5 years of experience in Customer Service background with 2-3 years of leadership experience, preferably as a customer service team lead, with a focus on live chat interactions in the relevant industry or virtual environment.

• Proficient in English and Bengali and Hindi, with strong written and verbal communication skills.

• Demonstrated leadership and team management skills, motivating teams to achieve objectives.

• Exceptional interpersonal skills for building rapport with customers and team members.

• Strong decision-making abilities to handle challenges and conflicts effectively.

• Proficiency in Windows OS, MS Office, and Google Applications.

• Analytical mindset to interpret data and drive performance improvements.

• Adaptability to changing priorities and a fast-paced environment.

• Proactive problem-solving skills and critical thinking.

• Availability for 12-hour Day and Night shifts, including weekends and holidays.

• Equipped with a personal PC, fast tying, and reliable internet.