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Key Account Growth Specialist
21 hours ago
Hempawa Consult Ltd is seeking a seasoned Customer Success Lead to join our team. As a key member of our organization, you will be responsible for overseeing a team of customer service representatives and driving customer satisfaction through effective strategies and coaching.
Responsibilities:
- Team Leadership: Provide strategic direction and guidance to a team of customer service representatives to ensure exceptional customer experiences.
- Issue Resolution: Effectively handle escalated customer inquiries and resolve complex issues, ensuring timely and satisfactory outcomes.
- Customer Service Strategy: 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.
Requirements:
- Proven experience in customer service, preferably in a leadership role.
- Strong problem-solving skills with a customer-first approach, excellent communication and interpersonal abilities, and the ability to multitask in a fast-paced environment.
- Proficiency in CRM software and customer support tools.
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