Customer Service Team leader - Ghana
BURN MANUFACTURING
Job location
Accra
Employment status
Full–time
Job details
About The Role
BURN is looking for an exceptional, efficient Customer Service Team leader to fill the role. The successful candidate must have experience in customer-facing tasks such as customer care, direct sales, and client relationship management.
Duties And Responsibilities
• Managing the day-to-day activities of the team (Inbound & Outbound),
• Communicating the team’s daily, weekly, and monthly objectives.
• Coaching and developing team.
• Driving, monitoring, and overseeing teams’ performance.
• Training team members on sales verification, after-sales service, digital care, and customer experience processes.
• Prepare daily, weekly, and monthly reports.
• Motivate the team to ensure optimized productivity.
• Resolve conflict within the team.
• Monitoring and supporting agents through all Carbon activities and audits.
• Monitoring the quality of calls and giving feedback for improved processes and ensuring the integrity of data.
• Identify and address Issues on the go.
• Ensure adherence to shift schedule to eliminate the accumulation of backlogs on sales verification.
• Attending to call transfers and escalations while supporting agents through difficult calls.
• Manage team average handle time.
• Serve as a conduit between the call center management and agents.
Skills And Experience
• Excellent verbal communication and interpersonal skills
• Highly organized, punctual, and professional
• Proactive attitude and takes initiative to problem solve.
• Experience in customer-facing tasks (customer care, Call center, etc.)
• Proficient computer skills. Good in MS word, Excel, and PPT.
• Working knowledge & experience in using Ms. Excel for data analysis and reporting.
• Ability to work in a fast-paced environment and multitask.
• Experience in a leadership role and/or organizing events.
• Analytical Skill.
• Leadership and managerial skills.
• Knowledge of BURN products
Qualified Female Candidates encouraged to Apply
BURN does not charge a fee at any stage of the recruitment process (application, interview, meeting, processing, training, or any other fees).
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