Customer Support Team Leader

Responsibilities :

• Resolve user issues including follow up, make sure their issues are solved within SLA.

• Propose and negotiate the best solution for user issues with related teams or managers.

• Assisting Resolution Center manager in reporting for ticketing performance, users complaints, and feedbacks.

• Trained and coached agents on proper procedures and regulations regarding company policies

• Maintaining user satisfaction by providing excellence services.

• Manage and monitor staff and team level utilization rates, team productivity, and schedule adherence.

Requirements :

• Proven work experience as a team leader or supervisor 1-2 years or at least senior CS more than 5 years experience

• Experienced in investigating and solving user complaints.

• Has an ability to analyze complaints and customer feedback issues and evidence findings.

• Strong communication skills (written and verbal).

• Ability to function independently and within a team environment.