Overview:
Our client, a recognised leader in the global aviation industry, is renowned for delivering exceptional service and operational excellence across its international network. With a strong commitment to innovation, customer satisfaction, and employee development, They are now seeking a Customer Service Representative / Team Leader to join their team — a fantastic opportunity to build your career in a high-performance, customer-focused environment.
The Role:
The Customer Service Team Leader will be responsible for leading, motivating, and developing a team of customer service representatives to ensure they provide high-quality service to our customers. The ideal candidate will possess excellent leadership skills, a strong customer service background, and the ability to drive performance and achieve team goals.
Job Functions & Responsibilities:
- Lead, manage, and support a team of customer service representatives, fostering a positive and productive work environment.
- Monitor team performance, provide regular feedback, and conduct performance reviews.
- Develop and implement strategies to improve customer service processes and enhance customer satisfaction.
- Handle escalated customer inquiries and complaints, ensuring prompt and effective resolution.
- Collaborate with other departments to ensure seamless service delivery and address any issues affecting customer satisfaction.
- Stay up-to-date with industry trends and best practices to continuously improve our customer service offerings.
- Support on identification of product portfolio fit with existing or new products.
- Ensure close communication with Stakeholders in the company (e.g. quality, finance, operations) and globally (Sales and Fulfilment)
Person Specification:
The candidate should essentially fulfil the following requirements:
- Third level education in Business, Management, or related field
- Proven experience in a customer service focus role.
- Strong leadership and team management skills.
- Excellent communication and interpersonal skills.
- Ability to handle escalated issues with professionalism and tact.
- Proficient in using MS Office & ERP software.
- Strong analytical skills and the ability to interpret data to drive performance improvements.
- Ability to work in a fast-paced environment and adapt to changing priorities.
Skills:
CRM & ERP Systems, Data Analysis & Reporting, Leadership & Performance Management
