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The Customer Care Team Leader will oversee the daily operations of the customer care team. This role includes managing and distributing workloads, ensuring customer satisfaction, addressing escalations, training and coaching team members, and supporting the implementation of strategies to enhance customer care processes and team performance.
- Serve as the company's representative by professionally assisting customers with orders and technical enquiries via email, telephone, chat and website.
- Maintain accurate customer records, ensuring all enquiries and complaints are addressed and resolved promptly.
- Oversee daily customer care operations, ensuring effective communication and adherence to policies, processes, and targets.
- Monitor and optimise response times and communication quality across all channels.
- Assist with recruitment, onboarding, and training of new team members.
- Track team performance using KPIs, providing constructive feedback and support as needed.
- Prepare performance and feedback reports for the Line Manager and/or Management Team.
- Ensure customer complaints are handled in accordance with company policies, ensuring issues are resolved to achieve customer satisfaction.
- Develop and oversee performance improvement plans to enhance team efficiency.
- Ensure quotations are followed up effectively, meeting conversion targets, and provide necessary feedback.
- Monitor task completion across the team, addressing and escalating delays where appropriate.
- Facilitate internal communication according to company protocols and provide feedback on any internal issues impacting team performance.
- Ensure all tasks are completed on time and in alignment with company guidelines, flagging any potential delays.
- Ensure quality checks are performed regularly and in line with policies to ensure compliance with company standards.
- Provide coverage for team members or the Line Managers when necessary, staying actively engaged with all customer care activities to remain updated on processes, products, services and system.
SKILLS & EXPERIENCE
- Proven experience in customer care with a proactive, solution-focused approach.
- Excellent leadership, communication, and problem-solving abilities.
- Strong time management skills and the capacity to handle multiple tasks effectively.
- Ability to thrive in a fast-paced environment while managing competing priorities.
- Quick learner with the ability to retain and apply knowledge gained through training.
- Proficient in understanding and utilising technical information.
- Excellent command of English, with strong verbal and written communication skills.
- IT literate, with the capibility to learnboth standard and proprietry software systems.
OTHER
- This role is ideal for a motivated individual who thrives in a fast-paced environment and is committed to enhancing team performance and customer satisfaction.
- These duties may change and develop over the time and therefore the employer reserves the right, upon giving reasonable notice, to require the employee to perform other duties within employee's capability.
Skills
Job Details
AA Web Solutions (SMC Private) Limited
AA Web Solutions provide back office and IT support for Green Technologies Ltd. Based in UK & Europe manufacture plain and printed labels in both roll and sheet formats for B2B and B2C customers, across a broad range of market sectors and industry types. The company, trading as AA Labels has been in existence for 13 years and is continuing to experience strong growth, making it one of the leading suppliers of labels in the UK. We also run a charity Medical Aid Action in Lahore where over 20,000 patients per month are treated for free in our medical center. We have an air-conditioned/heated luxury office that 20+ team members enjoy the vibrant and fast-paced environment. Join us if you dare to accept new challenges and learn fast to achieve unprecedented success in your career.
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