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Customer Success Lead
17 hours ago
We are seeking a highly skilled Customer Success Lead to join our team at Hempawa Consult Ltd. The ideal candidate will have a proven track record in customer service, preferably in a leadership role.
About the Role
This is an exciting opportunity for a motivated and results-driven professional to oversee a team of customer service representatives and drive customer satisfaction through effective strategies and coaching.
Main Responsibilities:
- Team Management: Supervise and mentor a team of customer service representatives to ensure seamless delivery of exceptional customer experiences.
- Issue Resolution: Handle escalated customer inquiries and resolve complex issues efficiently, ensuring timely and satisfactory outcomes.
- Customer Service Strategies: Develop and implement customer service strategies to enhance customer satisfaction, identifying areas for improvement and implementing changes as needed.
- Performance Monitoring: Monitor team performance and provide coaching to improve service quality, utilizing metrics and feedback to inform decision-making.
- Collaboration: Collaborate with other departments to streamline customer support processes, promoting cross-functional understanding and efficiency.
Requirements:
- Experience: Proven experience in customer service, preferably in a leadership role.
- Skillset: Strong problem-solving skills with a customer-first approach, excellent communication and interpersonal abilities, and the ability to multitask in a fast-paced environment.
- Technical Skills: Proficiency in CRM software and customer support tools.
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