HK Consultancy is seeking a dynamic and experienced Team Leader for our Customer Service department. The successful candidate will lead a team of customer service representatives, ensuring high-quality service delivery and customer satisfaction. This role requires strong leadership skills, a customer-centric approach, and the ability to drive performance improvements.

Key Responsibilities:

• Lead, motivate, and manage a team of customer service representatives.
• Monitor and evaluate team performance, providing regular feedback and coaching.
• Develop and implement strategies to improve customer service processes and enhance customer satisfaction.
• Handle escalated customer inquiries and complaints, ensuring swift and effective resolution.
• Coordinate training sessions and continuous professional development for team members.
• Analyze customer service metrics and prepare reports for management.
• Collaborate with other departments to ensure seamless service delivery and address any operational issues.
• Stay updated with industry trends and best practices to maintain a competitive edge in customer service.

Required Skills and Qualifications:

• Bachelor degree in Business Administration, Management, or a related field.
• Proven experience in a customer service leadership role, preferably within a consultancy or service-oriented company.
• Strong leadership and team management skills.
• Excellent communication and interpersonal abilities.
• Proficiency in using customer service software and CRM systems.
• Ability to handle high-stress situations and make decisions quickly.
• Strong problem-solving skills and attention to detail.

Experience:

• Minimum of 3-5 years of experience in customer service.
• At least 2 years in a supervisory or team leader role.

Working Hours:

• Full-time position.
• Typical working hours are Monday to Friday, 9:00 AM to 5:00 PM.
• Occasional weekends or evenings may be required depending on business needs.

Knowledge, Skills, and Abilities:

• In-depth knowledge of customer service principles and practices.
• Familiarity with performance evaluation and customer service metrics.
• Ability to work in a fast-paced environment and manage multiple priorities.
• Strong organizational and time management skills.
• High level of integrity and commitment to providing exceptional customer service.

Benefits:

• Competitive salary and performance-based bonuses.
• Health, dental, and vision insurance.
• Paid time off and holiday pay.
• Professional development opportunities.
• Friendly and collaborative work environment.
• Employee wellness programs.

Why Join HK Consultancy:

• Be a part of a forward-thinking company that values innovation and excellence.
• Opportunities for career growth and advancement.
• Work in a supportive environment that encourages professional development.
• Engage with a diverse and dynamic team of professionals.
• Make a meaningful impact by improving customer experiences and contributing to company success.

How to Apply:Interested candidates are invited to submit their resume and a cover letter detailing their relevant experience and qualifications to us.

Some Interview Points:

• Discuss your experience in managing a customer service team.
• Provide examples of how you handled challenging customer service situations.
• Explain your approach to team motivation and performance improvement.
• Share how you stay updated with industry trends and incorporate them into your work.
• Describe a time when you successfully implemented a process improvement in a customer service setting.

HK Consultancy is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.