Team Leader

As a Team Leader, you will play a crucial role in our Collections | FOS department, acting as a key liaison between our company and our valued customers. Your primary responsibility will be to oversee and guide a team of Customer Relations Executives (CREs), ensuring they deliver exceptional service and meet performance targets.

You will also be the first point of contact for customers, handling inquiries, providing information, and resolving complaints in a timely and professional manner. Lead and motivate a team of Customer Relations Executives (CREs) to ensure high performance and productivity. Act as the primary point of contact for customers, providing excellent service and timely responses.

Handle customer inquiries and complaints via phone and chat, ensuring a positive customer experience. Monitor and evaluate the performance of each CRE, offering feedback and guidance for improvement. Collaborate with the management team to develop and implement strategies for efficient complaint resolution. Ensure compliance with company policies and procedures, maintaining a high standard of customer service.

Conduct regular team meetings to discuss performance, set goals, and address any issues or concerns. Stay updated with industry trends and best practices, sharing knowledge with the team to enhance service quality. Maintain accurate records of customer interactions and ensure data privacy and security. Work closely with other departments to ensure a seamless customer journey and effective collaboration.

A minimum of 3 years of experience in a customer service or team leadership role, preferably in a collections or finance-related field. Strong leadership and motivational skills, with the ability to inspire and guide a team. Excellent communication and interpersonal skills, with a customer-centric approach. Proficiency in using customer relationship management (CRM) systems and tools.

Ability to handle multiple tasks and prioritize effectively in a fast-paced environment. Analytical skills to interpret data and make informed decisions. Strong problem-solving abilities, with a focus on finding efficient solutions. A proactive and positive attitude, with a passion for delivering exceptional customer service.

Flexibility to adapt to changing work demands and a willingness to learn. A high school diploma or equivalent; a college degree in a relevant field is preferred.