Position: Customer Service Team Leader
Department: Marketing and Business Development
Division: Customer Service
Reports To: Customer Service Manager
Job Summary: The Customer Service Team Leader at Bukoola Chemical Industries Ltd (BCI) plays a pivotal role in ensuring a seamless and outstanding customer journey and experience. This position involves supervising a team of Customer Service Representatives located across various sales outlets. The team is responsible for processing, packaging, and delivering customer purchases, as well as providing personalized assistance to customers during the purchase process. The Customer Service Team Leader is instrumental in cultivating a customer-centric culture, driving team performance, and upholding BCI’s commitment to customer-conscious services.
Key Responsibilities:
- Team Supervision and Leadership:
- Provide strong leadership and guidance to a team of Customer Service Representatives.
- Set clear performance objectives and expectations for team members.
- Foster a collaborative and customer-focused work environment.
- Conduct regular team meetings to communicate goals, share best practices, and address challenges.
- Customer Experience Management:
- Ensure an exceptional and consistent customer experience across all sales outlets.
- Collaborate with the Customer Service Manager to develop and implement strategies to enhance customer satisfaction and loyalty.
- Monitor customer feedback and implement improvements based on insights gathered.
- Process and Operations Management:
- Oversee the processing, packaging, and timely delivery of customer orders.
- Monitor order fulfillment efficiency and accuracy, striving for continuous improvement.
- Collaborate with inventory and logistics teams to optimize stock levels and delivery processes.
- Customer Assistance and Guidance:
- Train and empower Customer Service Representatives to welcome and assist customers effectively.
- Ensure that team members are knowledgeable about products and services, guiding customers through the purchase process.
- Address escalated customer inquiries or concerns in a professional and timely manner.
- Performance Analysis and Reporting:
- Track key performance indicators (KPIs) related to customer satisfaction, order processing, and delivery efficiency.
- Analyze data to identify trends, areas for improvement, and opportunities for delivering exceptional service.
- Provide regular reports to the Customer Service Manager, highlighting team performance and suggesting enhancements.
- Team Development and Training:
- Identify training needs and develop ongoing training programs to enhance the skills and knowledge of the team.
- Foster a culture of continuous learning, professional growth, and service excellence.
Qualifications and Skills:
- Bachelor’s degree or equivalent in Business, Marketing, Customer Service, or a related field.
- Proven experience in customer service or retail operations.
- Strong leadership and team management skills.
- Excellent interpersonal and communication abilities.
- Problem-solving aptitude and ability to handle challenging situations with empathy.
- Analytical mindset for assessing customer experience data and making data-driven decisions.
- Proficiency in using customer relationship management (CRM) systems and tools.
- Strong organizational skills with an attention to detail.
- Ability to collaborate cross-functionally and drive positive outcomes.
- Passion for delivering exceptional customer service and building customer loyalty.
