The Role

• As Team Leader you will be responsible to lead all aspects of our growing team of Customer Service Representatives. The Customer Support team is at the forefront of our business, answering our community's questions and tending to their needs!

• You will motivate, review and assess individual and team performance on a real-time basis, from a service quality perspective as well as efficiency and productivity. Your responsibilities also include shift leader duties, overseeing smooth operations of the customer service function during scheduled shifts to achieve targets.
• You should be passionate about customer service and be excited to lead a team that is committed to providing an exceptional customer experience.

Responsibilities

• Manage scheduling, assign tasks to Customer Service Representatives and oversee completion of tasks

• Monitor team performance and track the metrics

• Lead regular 1-1’s with Customer Service Representatives

• Act as escalation point during shifts; answer agents queries and resolve complex cases and handle customer escalations or complaints.

• Build shift reports ensuring main information, escalations and issues are tracked

• Perform weekly quality review of agents’ tickets and calls

• Identify and propose improvements to drive quality, efficiency and productivity

Requirements

• Minimum two years experience in a Customer Service Department

• Supervisory and leadership experience - you’ve shown that you can drive accountability, talent and productivity.

• Excellent written and verbal communication skills

• Excellent interpersonal skills - You establish trust and effective working relationships with agents, management, and other departments

• Strong organizational,time-management, and problem-solving skills - able to work on multiple things simultaneously

• Willingness to work regular weekend shifts

• Proficiency in English and French.. Additional languages are welcome

• Passionate about customer experience and how continuously improve customer satisfaction.

• Able to use Excel and use data to make informed decisions.

Desired

• Experience in quality review

• Experience in Zendesk, Explore and SQL

• Financial industry knowledge

Benefits

• Competitive salary

• Flexible hours

• Regular team events

• Learning and Development budget for your professional development needs

• Taptap equipment (laptop, accessories)

• Work from home desk stipend

• Headspace Subscription.

• Lieu de travail Casablanca, Maroc
• Date d'expiration 27 Avril
• Niveau de poste Débutant / Junior| Responsable d'équipe
• Secteur d'activité Banque, Assurance, Finance
• Nombre de postes 01
• Type de contrat CDI