Customer Service Team Lead

Alpha Iota BPO

 

Alpha Iota BPO

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Summary

• Vacancy: 01
• Age: at least 22 years
• Location: Anywhere in Bangladesh
• Salary: Negotiable
• Experience: At least 5 years
• Published: 21 May 2024

 

Requirements

Education

• Bachelor/Honors

Experience

• At least 5 years

Additional Requirements

• Age at least 22 years

Responsibilities & Context

Alpha Iota is based in Southeast Asia, where we are rapidly growing and are constantly on the lookout for talented individuals like yourself who want to make a difference and kickstart their successful careers. Here’s what awaits you at Alpha Iota!

What would you be doing:

• Manage and lead customer service team for exceptional performance and customer satisfaction.
• Foster a positive and collaborative team culture, promoting employee engagement and strong work ethics.
• Daily checking and monitoring live chats handled by the customer service executives.
• Set, monitor, and evaluate performance goals and targets, reports aligned with established metrics, and implement improvement strategies.
• Conduct regular team meetings and provide coaching and one-on-one sessions for updates, feedback, and issue resolution.
• Handle escalated inquiries with professionalism, ensuring timely and satisfactory resolutions.
• Develop and implement customer service procedures, optimizing efficiency and the customer experience.
• Stay updated on industry trends, best practices, and technologies for innovative solutions.
• Cultivate empathy, active listening, and problem-solving skills within the team.Provide excellent live chat support with accurate information.
• Uphold integrity and confidentiality regarding customer information.

To be successful in this role, you will need to have:

• Degree in business administration, communications, or a related field.
• Minimum 5 years of experience in Customer Service background with 2-3 years of leadership experience, preferably as a customer service team lead, with a focus on live chat interactions in the relevant industry or virtual environment.
• Proficient in English and Bengali and Hindi, with strong written and verbal communication skills.
• Demonstrated leadership and team management skills, motivating teams to achieve objectives.
• Exceptional interpersonal skills for building rapport with customers and team members.
• Strong decision-making abilities to handle challenges and conflicts effectively.
• Proficiency in Windows OS, MS Office, and Google Applications.
• Analytical mindset to interpret data and drive performance improvements.
• Adaptability to changing priorities and a fast-paced environment.
• Proactive problem-solving skills and critical thinking.
• Availability for 12-hour Day and Night shifts, including weekends and holidays.
• Equipped with a personal PC, fast tying, and reliable internet.

Workplace

Work from home

Employment Status

Full Time

Job Location

Anywhere in Bangladesh

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