Key Responsibilities
As a Customer Service Team Lead, your primary responsibilities will include:
- Consolidating customer service data from different channels (eg. Zendesk, walk-in, hotline) and formats.
- Analyzing and interpreting data to identify trends, patterns, and areas for improvement.
- Creating comprehensive weekly reports to present findings and insights to management.
- Overseeing daily customer service operations, ensuring smooth and efficient processes.
- Handling escalated customer cases and resolving complex issues.
- Training and providing support to less experienced team members.
- Ensuring adequate coverage and adherence to correct procedures by monitoring team members' workloads.
Required Qualifications and Skills
- Diploma or equivalent experience in a relevant field.
- Expert in Excel
- Proven experience in customer service, preferably in the ride-hailing industry.
- Strong understanding of customer service processes and best practices.
- Excellent analytical and problem-solving skills.
- Proficiency in data analysis and reporting tools.
- Exceptional communication and interpersonal skills.
- Ability to lead, motivate, and manage a team effectively.
- Strong organizational and time management skills.
Desired Qualifications and Skills
- Experience in customer service management or team leadership roles.
- Knowledge of the ride-hailing industry and its unique challenges.
