Customer Service Team leader

hace 7 días

San Francisco, Heredia, Costa Rica Cognizant A tiempo completo

Job Summary
Join our dynamic team as a Team Lead where you will leverage your expertise in customer service and MS Excel to drive impactful solutions. With a focus on IT business support and user experience you will play a crucial role in enhancing operational efficiency and client satisfaction. This work-from-home position offers a day shift schedule allowing you to balance professional and personal commitments effectively.

Responsibilities

  • Lead the team in delivering exceptional customer service ensuring all inquiries are addressed promptly and effectively.
  • Oversee the utilization of MS Excel to analyze data and generate insightful reports that support business decisions.
  • Provide guidance and support to team members fostering a collaborative and productive work environment.
  • Collaborate with cross-functional teams to enhance user experience and streamline IT business support processes.
  • Implement strategies to improve operational efficiency and client satisfaction aligning with company goals.
  • Monitor team performance and provide constructive feedback to drive continuous improvement.
  • Coordinate with stakeholders to identify opportunities for process optimization and innovation.
  • Facilitate training sessions to enhance team skills in customer service and technical expertise.
  • Ensure adherence to company policies and procedures maintaining high standards of service delivery.
  • Develop and maintain strong relationships with clients understanding their needs and providing tailored solutions.
  • Utilize analytical skills to identify trends and patterns contributing to strategic planning and decision-making.
  • Support the development of new initiatives aimed at enhancing user experience and business support functions.
  • Drive the adoption of best practices in customer service and technical operations ensuring consistency and quality.

Qualifications

  • Possess strong technical skills in MS Excel with the ability to analyze and interpret complex data sets.
  • Minimum of 3 years of experience as leader.
  • Demonstrate expertise in customer service with a proven track record of delivering high-quality support.
  • Have experience in IT business support understanding the intricacies of technical operations.
  • Show proficiency in enhancing user experience focusing on client satisfaction and engagement.
  • Exhibit excellent communication skills capable of articulating ideas and solutions effectively.
  • Display strong problem-solving abilities with a proactive approach to addressing challenges.
  • Maintain a detail-oriented mindset ensuring accuracy and precision in all tasks.
  • Be adaptable to changing environments with the ability to manage multiple priorities efficiently.
  • Demonstrate leadership qualities inspiring and motivating team members to achieve their best.
  • Have a collaborative spirit working well with others to achieve common goals.
  • Show commitment to continuous learning and professional development staying updated with industry trends.
  • Possess strong organizational skills capable of managing time and resources effectively.
  • Exhibit a customer-centric approach prioritizing client needs and delivering exceptional service.

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