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Are you a passionate leader looking to drive customer satisfaction and team success? We're seeking a dynamic Team Lead to join our Customer Support department at EQS Group. As a key player, you'll be responsible for leading and guiding our support team, ensuring the quality and efficiency of our services, and creating a collaborative and supportive environment.
Your Key Responsibilities:
Team Leadership:
Lead and guide the customer support team, fostering a collaborative and supportive team environment, and providing coaching and mentorship to team members
Quality and Efficiency:
Monitor and uphold the quality and efficiency of our customer support services, implement best practices, and ensure timely resolution of customer inquiries and issues
Training and Development:
Develop and implement training programs for the support team, keep the team updated on product knowledge and customer service skills, and conduct regular training sessions to enhance team capabilities
Collaboration and Escalation:
Collaborate with other departments to understand customer needs, work closely with cross-functional teams to address customer concerns, and manage and resolve escalated customer issues in a proactive manner
Performance Reporting:
Generate performance reports, analyze key support metrics, identify areas for improvement, and implement strategies for enhancement. Provide regular updates to senior management on the support team's performance
