Customer Service Team Leader at Cobra Studio | Torre
Customer Service Team Leader
Cobra Studio
Cobra Studio

Customer Service Team Leader

Emma
Emma
We provide companies with access to high-quality talent in Latin America and support them in efficiently managing their remote teams. 🚀
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Full-time

Legal agreement: Contractor

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+ Health insurance

+ Paid days off: USA holidays, birthday and company anniversary

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Remote (anywhere)
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Published about 2 years ago

Responsibilities & more

🎯 Description At Cobra Studio, we are seeking a Customer Service Team Leader with experience in digital channels. The ideal candidate should be trilingual, fluent in Spanish, English, and French. This is a remote, full-time position with compensation in US dollars (USD). ✨ Requirements → Previous experience leading customer service teams (3 to 5 years). → Strong verbal and written communication skills. → Demonstrated leadership and team management abilities. → Customer-focused with effective problem-solving skills. → Ability to thrive in a fast-paced and dynamic environment. The Customer Service Team Leader in Digital Channels plays a vital role in ensuring customer satisfaction and maintaining brand reputation in the digital realm. Their leadership skills, training capabilities, and ability to uphold a high standard of customer service are essential for the continued success of our fast-food restaurant chain in today's digital landscape. ✨ Responsibilities → Leadership and Team Management: • Oversee and guide a team of customer service agents in digital channels. • Assign tasks, establish goals, measure individual and team performance, and offer continuous feedback for team members' development and growth. → Customer Service: • Address customer inquiries, questions, and comments through mobile apps, social media, online chat, and email. • Ensure all interactions are friendly, efficient, and in alignment with brand values. • Proactively and satisfactorily resolve issues and complaints. → Process Optimization: • Collaborate with other departments to ensure effective problem resolution and continuous process improvement. • Identify opportunities to streamline workflows and enhance customer service efficiency. → Training and Development: • Provide initial and ongoing training to new team members. • Stay updated on company policies, products, and services to ensure the dissemination of accurate information. → Reporting and Analysis: • Generate reports on key metrics, including response times, customer satisfaction, and query volumes. • Analyze data to identify trends and areas for improvement. → Collaboration: • Work closely with the marketing and development teams to ensure a consistent user experience across digital channels.
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