Customer Happiness

1 day ago

Manama, Manama, Bahrain Malaeb Full time

Role overview:

The Customer Happiness Team Lead manages the daily operations of the support team, ensuring fast and effective customer service. The role focuses on coaching agents, resolving escalations, improving support processes, and tracking performance. It also collaborates with cross-functional teams to enhance the overall customer experience and share insights that support product and service improvements. 

Responsibilities:

  • Lead and inspire a team of Customer Happiness Agents to deliver exceptional service.
  • Provide guidance, coaching, and mentorship to team members for continuous improvement.
  • Oversee daily customer support operations, ensuring timely and effective responses to customer inquiries.
  • Handle escalated customer issues and provide resolutions to ensure customer satisfaction.
  • Develop training programs for new team members and provide ongoing training for existing team members.
  • Foster a culture of continuous learning and development within the team.
  • Set performance targets and key performance indicators (KPIs) for the team.
  • Monitor individual and team performance, providing constructive feedback and recognition.
  • Identify areas for process improvement within the customer support workflow.
  • Collaborate with product development, marketing and sales teams to ensure a unified customer experience, optimize customer satisfaction.
  • Share insights and customer feedback to inform product and service enhancements.
  • Prepare regular reports on customer support metrics and team performance.
  • Maintain accurate documentation of customer interactions and issue resolutions.

Qualifications and Experience:

  • Bachelor's degree in business administration, Management, Communications, or a related field.
  • 3-5 years in a supervisory, team lead or coaching role within a customer facing team.
  • Experience building or delivering training, onboarding or coaching programs.
  • Experience working cross functionally with product, marketing or operations teams is a plus.
  • Strong communication skills (written and verbal) and the ability to manage difficult customer situations.
  • Proficiency with customer support systems (e.g. Zendesk, Freshdesk, Intercom) and basic reporting tools.

Key Competencies:

  • Technical/Job specific Skills:

Proficiency in customer support tools, ability to troubleshoot and resolve customer issues efficiently. Strong understanding of RESTful AP design principles.
- Behavioral/Soft Skills: Strong communication and active listening skills, empathy and emotional intelligence, problem solving and critical thinking, teamwork and collaboration mindset.
- Leadership or Managerial:

Ability to understand technical issues and guide agents in handling customer inquiries related to backend systems, strong team leadership and coaching abilities, effective performance management, and excellent problem-solving and decision-making skills.

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