Customer Service Team Leader
hace 4 días
Job Title:
Customer Service Team Leader - Mascot Shop
Location:
TC - Santiago
Horario:
Lun - vie 09:00 AM - 06:00 PM
GENERAL DESCRIPTION OR PURPOSE OF THE JOB:
As direct line of support to the Client Services Supervisor, this role provides daily support and contact to customer-facing employees including training, coaching, and mentoring while promoting and maintaining a positive work environment. Provides help and assists in all the activities related to the department.
RESPONSIBILITIES / ESSENTIAL FUNCTIONS:
1- Serve as the first level of contact and support for employees in partnership with the Supervisor
- Provide training for order entry and customer services as applicable
- Responsible for creating and maintaining an environment that promotes positive communications within the department as well as fostering teamwork and bolstering employee morale
- Assist supervisor with staffing plans for optimal efficiency within the department
- Assist supervisor with the preparation of annual performance reviews
- Provide coaching, feedback, and mentoring to employees as needed
- Handle and resolve escalated customer issues
- Facilitate staff meetings on an as-needed basis and disseminate information to personnel regarding process changes, process updates, and new program information as necessary
- Assist supervisor with creating and implementing the plan for high-quality standards to ensure quality is maintained
- Review 3 times a day Region voicemail for follow-up
- Schedule with other leads during peak season including evenings/weekends when necessary.
- First point of contact for the team when the Supervisor is not in the office
Other duties as assigned by the Supervisor
2- Monitor and review individual and group performance to ensure work is of the highest quality
3- Participate in continuous improvement efforts and act as liaison to other areas of the company as appropriate.
JOB REQUIREMENTS/SPECIFICATIONS:
Note that (i) computer literacy and working-level skill with the basic MS Office suite (Word, Excel, Outlook, Explorer), (ii) good verbal and written communication skills, (iii) good interpersonal skills, and (iv) the ability to work well both individually and in a team environment are default requirements for all Jostens exempt and salaried nonexempt employees.
Required:
- High School degree or equivalent customer service/order processing experience
- 1+ years minimum of Jostens experience
- Schedule Flexibility
- Ability to coach and mentor people as well as maintain confidentiality
- Excellent verbal and written communication skills
- Able to work independently as well as part of a team to achieve goals and meet crucial deadlines
- Strong organizational, planning, and follow-up skills as well as the ability to exercise sound judgment in decision-making
- Detail-oriented, accurate in dealing with data and systems
- PC skills include a working knowledge of Microsoft Suite applications and adaptability to system updates and changes
- Strong interpersonal and communication skills with the ability to coach and mentor performance
- Ability to multi-task in a detail-oriented data and systems-driven environment.
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