Customer Service Team Lead (Hybrid Operations)

Job Overview

We are seeking a dedicated Customer Service Team Lead to manage and guide our customer service team, ensuring exceptional support for our customers through various channels. This role involves hands-on participation in daily operations, coaching team members, and collaborating closely with the Operations department.

Key Responsibilities

• Lead, mentor, and provide ongoing support to the customer service team.
• Delegate and track daily tasks to guarantee prompt responses across all communication platforms.
• Conduct systematic performance evaluations, organize training sessions, and offer constructive feedback.
• Establish and uphold clear customer service standards, standard operating procedures (SOPs), and key performance indicators (KPIs) for the team.
• Actively handle customer correspondence including emails and social media interactions.
• Assist with operational duties like managing order dispatches, returns, and exchanges.
• Work jointly with the Operations team to troubleshoot problems and streamline processes.
• Manage customer touchpoints such as emails, social media, and Google reviews to preserve and enhance brand reputation.
• Resolve escalated and complex customer cases with professionalism and effective solutions.
• Maintain high customer satisfaction rates while aligning with company policies.
• Continuously improve customer service workflows and internal procedures to boost efficiency.

Candidate Requirements

• A minimum of 3 to 5 years in customer service, preferably within the fashion or e-commerce sectors.
• At least 1 to 2 years of supervisory or managerial experience.
• Proven problem-solving skills with the ability to manage challenging customer situations calmly.
• Fluent English communication skills, both written and verbal, are essential.
• Exceptional organizational skills, attention to detail, and an ability to multitask effectively in a dynamic work environment.
• A customer-centric approach coupled with sound business decision-making skills.