[D-159] | Customer Service Team Leader

hace 5 días


España buscojobs España A tiempo completo

Responsabile del Team del servizio clienti - ItalianoHai esperienza nel servizio clienti come Customer Service? Ambisci a diventare Team Leader e sei pronto ad affrontare nuove sfide? Questo è il tuo ruolo in MSXObiettivo della posizione: Il Customer Service Team Leader è responsabile della supervisione delle operazioni quotidiane del team del servizio clienti, fungendo da punto principale di escalation per i casi complessi dei clienti. Il Team Leader garantisce che il team aderisca alle linee guida del progetto, fornisca un'assistenza clienti eccezionale e soddisfi le metriche chiave delle prestazioni. In questo ruolo, il Team Leader fornisce indicazioni ai consulenti, aiuta a risolvere i problemi in modo efficiente e promuove il miglioramento continuo dell'esperienza del cliente e della qualità del servizio.Responsabilità del Senior Customer Service Team Leader:Gestione e supporto del team: essere disponibile come punto di contatto principale per il team, offrendo supporto e gestendo i casi di escalation. Aiuta i consulenti a trovare le migliori soluzioni per i problemi dei clienti e agisce come mentore per migliorare le loro prestazioni.Gestione delle richieste dei clienti: assistere il team nella gestione delle richieste dei clienti attraverso vari canali e piattaforme, assicurando che le richieste vengano affrontate in modo tempestivo e accurato.Risoluzione di casi complessi: indaga e analizza problemi complessi dei clienti, assicurandoti che vengano identificate le cause alla radice e che vengano intraprese le azioni appropriate per risolvere il caso.Gestione dei dati: garantire che tutte le interazioni e le attività dei clienti siano registrate e tracciate nei sistemi OEM dal team e fornire report sulle prestazioni del team.Miglioramento dei processi: ricerca costante di modi per migliorare i flussi di lavoro e la qualità del servizio per soddisfare i KPI interni e le aspettative dei clienti. Implementa le migliori pratiche e le azioni correttive quando necessario.Collaborazione in team: partecipa a riunioni periodiche del team, fornendo feedback e condividendo approfondimenti per aiutare il team a raggiungere gli obiettivi collettivi. Contribuire alla creazione e all'aggiornamento di knowledge base, FAQ e materiali di formazione per gli agenti del servizio clienti.Documentazione e reportistica: prepara, aggiorna e gestisci tutti i documenti, i modelli e le registrazioni pertinenti, assicurandoti che siano facilmente accessibili e aggiornati.Raggiungimento dei KPI: garantire il raggiungimento degli obiettivi personali e di team monitorando le prestazioni individuali e implementando strategie di miglioramento.Comunicazione e feedback: mantieni una comunicazione chiara e precisa con i reparti interni e i partner esterni, garantendo una gestione fluida dei casi e un'efficace gestione dell'escalation.
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