Careers at ABS

Job Description:

The Customer Service Lead plays a vital role in overseeing and guiding a team of customer service representatives to ensure exceptional service delivery. This position requires strong leadership skills, a customer-centric approach, and the ability to handle escalated customer inquiries or issues. The Customer Service Lead will contribute to maintaining high customer satisfaction levels and driving continuous improvement in customer service processes.

Key Responsibilities:

1. Supervise and support a team of customer service representatives, providing coaching, training, and performance feedback.
2. Handle escalated customer inquiries or complaints, ensuring timely and effective resolutions to maintain customer satisfaction.
3. Develop and implement customer service policies, procedures, and standards for consistent service delivery.
4. Collaborate with cross-functional teams to facilitate efficient communication and resolution of customer-related matters.
5. Identify opportunities for process improvements to enhance the overall customer experience and streamline operations.
6. Maintain accurate records of customer interactions, feedback, and resolutions using customer service software or CRM systems.

Skill and Experience:

1. Minimum of 3 years of customer service experience, with at least 1 year in a leadership or supervisory role.
2. Excellent leadership and people management skills, with the ability to motivate and inspire a team.
3. Strong problem-solving abilities and the capacity to handle escalated customer issues with empathy and professionalism.
4. Effective communication and interpersonal skills to collaborate with internal teams and customers.
5. Familiarity with customer service software, CRM systems, and call center technologies.
6. Analytical mindset to assess customer service data and metrics for performance improvements.
7. Adaptability to thrive in a fast-paced environment and manage changing priorities.