CS Team Leader

We seek an experienced and motivated Customer Service Team Leader to join our dynamic team. The ideal candidate will have exceptional people skills and a proven track record in coaching and leading customer service representatives. This role is crucial in ensuring that our team delivers top-notch service and support to our customers, maintaining high levels of satisfaction and engagement.
About Us: iRESTORE Laser is a leading provider of innovative hair restoration solutions. We are dedicated to helping our customers achieve their hair growth goals through cutting-edge technology and exceptional customer service. Our Customer Service department handles inquiries and support via chat, calls, and email to ensure a seamless experience for our valued customers.

Responsibilities:
Leadership and Team Management:
Lead, mentor, and motivate a team of customer service representatives to achieve individual and team performance goals.
Foster a positive and collaborative team environment, promoting teamwork and a customer-centric culture.
Conduct regular team meetings to communicate updates, share best practices, and address any concerns or challenges.
Coaching and Development:
Provide ongoing coaching and feedback to team members to enhance their skills, improve performance, and ensure consistent service quality.
Identify training needs and coordinate training sessions to address knowledge gaps and improve overall team capabilities.
Develop and implement performance improvement plans for team members as needed.
Performance Monitoring:
Monitor and evaluate CS Member performance through key metrics such as handle time, customer satisfaction scores, and resolution rates.
Analyze performance data to identify trends, areas for improvement, and opportunities to enhance the customer service experience.
Prepare and present regular performance reports to the Customer Service Manager.
Customer Service Excellence:
Ensure that all customer inquiries via chat, calls, and email are handled promptly, professionally, and in line with company standards.
Resolve escalated customer issues and complaints, ensuring a satisfactory resolution and maintaining customer trust.
Develop and maintain a comprehensive knowledge base and FAQs to assist the team in providing accurate and efficient support.

Process Improvement:
Identify and implement process improvements to enhance operational efficiency and customer satisfaction.
Collaborate with other departments to streamline workflows and improve the overall customer experience.
Stay updated with industry trends and best practices to continuously improve service delivery.
Qualifications:
Proven experience as a Team Leader or similar leadership role in a customer service environment:
Demonstrated history of successfully managing and leading customer service teams, ensuring high levels of performance and customer satisfaction.
Experience in creating and implementing strategies to enhance team performance and productivity.
Track record of setting and achieving team goals and objectives in a customer service setting.
Exceptional people skills with the ability to coach, mentor, and motivate a diverse team:
Strong interpersonal skills to build positive relationships with team members, fostering a collaborative and supportive work environment.
Expertise in providing constructive feedback and personalized coaching to help team members develop their skills and improve their performance.
Ability to inspire and motivate individuals from diverse backgrounds, ensuring everyone feels valued and engaged.
Strong communication skills, both verbal and written:
Proficient in clearly and effectively conveying information to team members, customers, and other stakeholders.
Skilled in crafting well-written communications, including emails, reports, and training materials, that are easy to understand and professional.
Excellent listening skills to understand team members’ and customers’ needs and concerns.
Excellent problem-solving abilities and a customer-focused mindset:
Strong analytical skills to identify issues, evaluate options, and implement effective solutions promptly.
A customer-centric approach, prioritizing the needs and satisfaction of customers in all decision-making processes.
Ability to handle escalated customer complaints and resolve conflicts in a calm and efficient manner.
Ability to manage multiple tasks and priorities in a fast-paced environment:
Strong organizational skills to juggle various tasks, projects, and responsibilities without compromising quality.
Proficient in prioritizing tasks based on urgency and importance, ensuring deadlines are met.
Experience in maintaining composure and efficiency under pressure, adapting to changing circumstances as needed as queue or platform demand shows.

Proficiency in using customer service software and tools:
Familiarity with customer relationship management (CRM) systems and other customer service software to track and manage customer interactions. SHOPIFY and AMAZON
Ability to leverage technology to streamline processes, improve response times, and enhance overall service delivery.
Experience in using data and analytics tools to monitor performance metrics and generate insightful reports.
Strong organizational and time management skills:
Expertise in organizing workflows, schedules, and resources to optimize team productivity and efficiency.
Ability to create and maintain detailed records, ensuring all documentation is accurate and up to date.
Skilled in time management techniques to ensure personal and team tasks are completed promptly.
Knowledge of Google Suites (Sheets and Forms):
Proficiency in using Google Sheets for data analysis, tracking social media metrics, and reporting. Familiarity with Google Forms for creating surveys, gathering feedback, and managing data collection.

Why Join iRESTORE Laser:
Be part of a passionate and innovative team dedicated to making a difference in people’s lives.
Opportunities for professional growth and development.
Competitive salary and benefits package.
Collaborative and supportive work environment.