What are the responsibilities and job description for the Customer Service Representative Team Lead position at OKIN Process?
This position will be at our office, our main priority is providing you with a safe work environment during this time of COVID.
Who are we?
OKIN Process is a global company focused on making operations work better for our clients. We do this by providing front-office and back-office outsourcing solutions for our clients. We help established enterprises manage and improve their business processes and scaling businesses accelerate their business growth. We are the partner our clients turn to and trust to help them constantly improve business processes and make work better.
Customer Service Representative Team Lead
As OKIN’s Customer Service Team Lead, you are an essential part of the company’s processes and support. Your role is to create a conducive working atmosphere for team members allowing them to achieve maximum results. You will provide your team proper direction ensuring that customers request will be addressed according to protocol ensuring a high level of customer satisfaction.
Responsibilities:
The role requires a leader personality with excellent communication skills, being able to motivate its employees. You will use your expertise to coordinate work of team, evaluate employees’ competencies and oversee them handling of customers inquiries and needs. You will also help to identify opportunities to improve efficiency and enhance processes. You will work with new team members guiding them on company policies and best practices for customer services and resolution.
Duties include:
Coordination of work within the team of Customer Service Representatives
Responsibility for the daily output of the team
Development and motivation of team, performance evaluations
Responsibility for customer service quality
Review and resolution of any escalations
Analyzing existing processes and identification of process improvement to ensure maximum efficiency
Qualifications:
Excellent communication skills both written and verbal
Experience in Customer Service Field is a big advantage
Problem solving and goal-oriented personality, reliability, and attention to detail
Knowledge of MS Office (esp. MS Excel) and Google Sheet
Experience with Telco is an advantage
High School graduate, Associate or bachelor’s degree is an advantage
We're a fun, fast-paced, environment and our team thrive around creativity and excitement. This is a fantastic opportunity to join our company at a time of exciting growth. Although with a mature client base we are small and agile with a start-up mentality which means we try, we fail, we learn and then we succeed. As an early member of our team, you'll be instrumental in achieving our next period of growth and the only limiting factor to your success will be your motivation and desire to succeed. Eager to know more? Become a part of our team!