Customer Service Team Lead
hace 1 mes
Job Summary:
The Customer Service Team Lead will be responsible for the consistent execution of quality and efficient customer service to customers through the productivity management of assigned Customer Service Team members. The TL has a strong working knowledge of WorldStrides products, policies, workflows, and platforms and performs across these with a quantifiable bias toward productivity and quality. With a focus on Team Performance Metrics, the Team Lead engagement includes onboarding/training; team motivation; individual coaching and counseling; productivity metrics monitoring; and escalated issue resolution. The Customer Service Team Lead will report to the Manager of Customer Engagement.
Key Responsibilities:
- Collaborating with Customer Engagement Leadership, ensuring daily operations are managed within the established performance and productivity indices for their assigned team members.
- Responsible for proactively monitoring call queues, queue metrics, and non-call duty times within the established performance indices.
- Creates and maintains a high-quality work environment so assigned team members are motivated to perform at their highest level daily.
- Ensure a safe and harmonious working environment for team members and appropriately delegate duties to team members.
Training and Coaching:
- Demonstrated working knowledge of our organization's products, services, procedures, and guidelines and communicated the same to all team members.
- Ensures assigned representatives have the appropriate training, tools, and other resources to consistently perform at a level that meets or exceeds our key performance metrics.
- Conducts coaching for assigned team members and works with the CS Trainer and QA Specialist to create tools based on agents' requirements.
- Facilitates call monitoring and random audits of protocols for assigned team members to ensure that workflows, procedures, and protocols meet our performance and quality standards.
Escalation Management:
- Professionally and appropriately manages communications with both internal and external stakeholders regarding departmental or assigned team member matters.
- Provides effective assistance to assigned team members with escalated calls through clear visibility of the outcome and solution offered.
Requirements:
- 4-year experience in Leadership preferably in a Customer Service environment
- Experience working with GIS, TAS, and Maslow or any CRM.
- Demonstrated Leadership Qualities with a bias toward consistent decision-making, execution, and performance.
- Organizational & Prioritization Skills.
- Performance Management including coaching and mentoring potential and performance.
- Motivated to analyze and solve problems efficiently.
- College degree or relevant work experience
- Ability to work flexible shifts.
-
Customer Service Team Lead
hace 1 semana
Mérida, Yucatán, México WorldStrides A tiempo completoJob Title: Customer Service Team LeadAbout the Role:We are seeking a highly skilled and experienced Customer Service Team Lead to join our team at WorldStrides. In this role, you will be responsible for leading a team of customer service representatives and providing exceptional support to our customers through various channels.Key Responsibilities:Lead a...
-
Virtual Assistant
hace 4 semanas
Mérida, Yucatán, México Worldstrides A tiempo completoAbout WorldStrides, ISA, & TEAN:WorldStrides is a leading educational student travel and education abroad company in the US, providing a variety of programs to millions of students since 1967. The company's mission is to ignite personal growth through educational travel and study abroad. ISA and TEAN, as a division of WorldStrides, aim to transform...
-
Customer Service Advocate
hace 2 semanas
Mérida, Yucatán, México Worldstrides A tiempo completoWe are seeking a highly skilled Customer Service Representative to join our team at Worldstrides.Job Summary:This is a full-time position responsible for providing exceptional customer service to our clients, ensuring their needs are met and exceeded. The ideal candidate will have excellent communication and interpersonal skills, with the ability to...
-
Customer Service Ambassador
hace 4 semanas
Mérida, Yucatán, México Boldr A tiempo completo**ROLE OVERVIEW**:At Boldr, we're seeking a skilled Customer Service Ambassador to join our team. As a key member of our customer-facing team, you will be responsible for delivering exceptional customer experiences through empathetic and professional interactions.**KEY RESPONSIBILITIES**:Interact with customers to provide accurate and complete information,...
-
Customer Service Ambassador
hace 1 semana
Mérida, Yucatán, México Hyatt Regency Merida A tiempo completoJob OverviewWe are seeking a highly skilled Customer Service Ambassador to join our team at Hyatt Regency Merida.This is an excellent opportunity for individuals who are passionate about delivering exceptional customer experiences and contributing to the smooth operation of our Reception within the Rooms Division.About YouTo be successful in this role, you...
-
Customer Service Representative
hace 4 semanas
Mérida, Yucatán, México Talents Code A tiempo completoJob Title: Support SpecialistAt our company, we are seeking a responsible and detail-oriented Support Specialist to join our team. As a Support Specialist, you will be the first point of contact for customers, providing assistance and resolving issues in a timely and professional manner.Key Responsibilities:1. Respond to customer inquiries via phone, email,...
-
Customer Service Specialist
hace 4 semanas
Mérida, Yucatán, México Worldstrides A tiempo completoJob Overview: At Envision by Worldstrides, we are seeking a highly skilled Customer Experience Advisor to ensure a seamless and positive experience for our enrolled families. As a crucial member of our team, you will address inquiries, provide assistance with logistics and travel-related concerns, and maintain a high level of customer satisfaction.Key...
-
Customer Service Representative
hace 3 semanas
Mérida, Yucatán, México WorldStrides A tiempo completoJob Title: Customer Service RepresentativeJob Summary:The Customer Service Representative is responsible for providing excellent customer service and support to customers through various channels. This role requires strong communication and problem-solving skills to resolve customer inquiries in a timely and efficient manner.Key Responsibilities:Answer...
-
Sales Team Lead
hace 1 mes
Mérida, Yucatán, México Citi A tiempo completoThe Field Sales Team Lead is a key position responsible for providing leadership and direction to a team of employees in delivering sales support activities in coordination with the Consumer Sales team. The primary objective of this role is to ensure seamless delivery of support services to Citi clients and assist the team in meeting sales targets.**Key...
-
Customer Service Representative
hace 1 mes
Mérida, Yucatán, México WorldStrides A tiempo completoJob Title: Customer Service RepresentativeJob Summary:The Customer Service Representative will be responsible for providing excellent customer service and support to customers through various channels such as phone, email, and chat. You will be the primary point of contact for customers and will be responsible for resolving their queries, concerns, and...
-
Asistente de Soporte Bilingüe Remoto
hace 7 días
Mérida, Yucatán, México Customer Service Is A tiempo completo**Sobre la Empresa**: Customer Service IS es un proveedor líder de servicios al cliente con sede en Mérida, Yucatán.**Salario**: El salario para este puesto se encuentra entre $20,000 - $30,000 MXN mensuales, dependiendo de la experiencia y habilidades del candidato.**Descripción del Puesto**: Buscamos a un Asistente de Soporte Bilingüe remoto para...
-
Customer Service Ambassador
hace 4 semanas
Mérida, Yucatán, México Worldstrides A tiempo completoJob SummaryThe Customer Service Representative at WorldStrides is responsible for providing exceptional customer experiences. This role requires a strong understanding of company policies and procedures, as well as excellent communication and problem-solving skills.Key Responsibilities- Provide timely and accurate responses to customer inquiries, both...
-
Customer Service Specialist
hace 2 semanas
Mérida, Yucatán, México Fedex Express Lac A tiempo completoJob SummaryWe are seeking a skilled Customer Service Specialist to join our team at FedEx Express Lac. In this role, you will be responsible for providing exceptional customer service, handling packages, and ensuring timely delivery.About the RoleAs a Customer Service Specialist, you will be the primary point of contact for customers, answering their queries...
-
Customer Service Expert
hace 1 semana
Mérida, Yucatán, México Boldr A tiempo completoJob OverviewWe are seeking a skilled Customer Service Expert to join our team at Boldr. This role involves interacting with customers in French, addressing their inquiries and concerns, and providing exceptional customer service.About the RoleThis is a dynamic position that requires strong communication skills, attention to detail, and a passion for...
-
Bilingual Customer Service Representative
hace 4 semanas
Mérida, Yucatán, México Boldr Impact A tiempo completo**Bilingual Opportunities****Available to Rotate Shifts****Key Responsibilities**We are seeking a highly motivated and results-driven Bilingual Customer Service Representative to join our team at Boldr Impact. As a Sales Development Associate, you will be responsible for conducting phone calls to our client's list of cold and warm leads to close them as...
-
Customer Service Ambassador
hace 1 mes
Mérida, Yucatán, México Worldstrides A tiempo completoKey Responsibilities:Deliver exceptional customer experiences by identifying and addressing their needs and concerns.- Provide accurate and timely information to customers regarding products, services, and policies.- Resolve customer issues through thorough investigation, effective problem-solving, and collaboration with internal teams when necessary.-...
-
Customer Service Liaison
hace 3 semanas
Mérida, Yucatán, México Cs Enterprises At Connectnet A tiempo completoJob Summary: Cs Enterprises At ConnectNet is seeking a skilled Bilingual Customer Service Agent to provide exceptional support to Spanish and English-speaking customers. This is a home office opportunity that requires no prior experience.Key Responsibilities:Respond to customer inquiries and resolve issues in a timely and professional manner.Communicate...
-
Customer Service Representative
hace 4 semanas
Mérida, Yucatán, México Cs Enterprises At Connectnet A tiempo completo**Job Summary**:We are seeking a highly skilled Bilingual Customer Service Agent to join our team at Cs Enterprises At ConnectNet in Mérida, Yucatán. As a key member of our customer support team, you will be responsible for providing exceptional service to Spanish and English-speaking customers, resolving their issues, and ensuring their satisfaction.**Key...
-
Installation Team Lead
hace 5 días
Mérida, Yucatán, México Alstom A tiempo completoAbout the Job: We are seeking an experienced Installation Team Lead to join our team at Alstom. As a key member of our Operations/Regional Center/Industrial & Field Operations/Installation Team, you will play a crucial role in ensuring the successful execution of installation projects.Job Overview: The Installation Team Lead is responsible for preparing and...
-
Customer Experience Representative
hace 2 semanas
Mérida, Yucatán, México Boldr Impact A tiempo completoAbout the RoleAt Boldr Impact, we are seeking a highly skilled and empathetic Customer Service Agent to join our team. As a key member of our customer-facing unit, you will play a pivotal role in ensuring exceptional customer experiences across various channels.The ideal candidate will possess excellent communication skills, both written and verbal, with the...