Team Lead of Customer Support Team (English, C1) (вакансія неактивна)

Description

We are seeking a dynamic and experienced Team Lead for our Customer Support team. As a key player in our project you will lead and inspire a team to provide exceptional service. Our client is a wholesale bakery in East London that creates award-winning, cakes, cookies, and pastries. They only use 100% natural ingredients and have stayed true to our roots — with markets still being at the heart of our growing business.

Requirements

➖Proven experience in a leadership role, demonstrating the ability to guide and motivate a customer support team.
➖Strong organizational and problem-solving skills with the capacity to handle various tasks efficiently and effectively.
➖Excellent English, both written and spoken.
➖Outstanding written and verbal communication prowess.
➖Willingness to work with people and assist them with issues of varying complexity.
➖Ability to act in non-standard situations.
➖Ability to explain complex concepts in simple terms.

Responsibilities

✔️ Address customer inquiries, provide detailed product or service information, and ensure potential customers are well-informed for confident purchasing decisions.
✔️ Assist customers after a sale, address concerns, guide product usage, and strive for customer satisfaction to foster long-term relationships.
✔️ Systematically monitor and document customer interactions, maintain records, and use CRM tools for efficient communication and follow-ups.
✔️ Oversee real-time order tracking, coordinate with departments for accurate and timely processing.
✔️ Address customer inquiries on invoices, clarify billing details, and assist with any concerns or discrepancies.
✔️ Process sales orders, facilitate smooth cancellations, and maintain clear communication with customers.
✔️Manage customer complaints, investigate issues, and implement solutions promptly for enhanced satisfaction.
✔️Oversee credit note issuance, address credit-related queries, and ensure accurate documentation and communication for adjustments or refunds.

Work conditions

✔️Remote work
✔️Working hours schedule: 1 shift 7.00 — 15.00, 2 shift 15.00 — 24.00, 3 shift 10.00 — 18:00
✔️The probation period: one month
✔️2 non-fixed days off per week