customer service team leader resume objective

How to Write a Customer Service Resume Objective with Examples

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Why is a strong customer service resume objective important?

How to write a customer service resume objective, examples of well-written resume objectives for customer service, examples of customer service resume objectives that are not well-written.

Customer service jobs can be competitive, and dozens of people may send in applications for the same position. A strong resume objective that shows an employer how useful you can be to the company can help you distinguish yourself from applicants who are responding to the same customer service position.

Generally, you should include your relevant qualifications, skills, experience and most notable past successes in your resume objective. Be sure to condense all the relevant information into an attention-grabbing statement. A good customer service objective should be no more than two or three sentences. This way, the employer can quickly and easily see how you’re qualified for the job.

You can create your resume objective for a customer service position by following these steps:

1. First, consider your qualifications 

Take inventory of your prior experience, skills, qualifications and expertise, and include the most impressive accomplishments in your objective.

2. Second, use numbers to showcase your past achievements  

Include quantifiable data and metrics that demonstrate the impact you had in past positions, such as the number of new accounts you opened, the volume of business you generated or the customer retention rate you helped your previous company achieve.

3. Next, highlight relevant skills 

Indicate desirable skills or qualifications that show your usefulness to the company. Choose relevant skills such as communication, teamwork and time management.

4. Lastly, explain your experience  

It can help to state how many years of work experience you have in customer service, especially if you’re looking for a leadership position.

Here are some examples of effective resume summaries that you can use as a guideline when writing your own:

‘Secure a job as a customer service representative with Seven Seas Company, which will enable me to use my communication skills and interpersonal skills to serve customers. Good problem solver, able to multitask and consistently finishes projects before their deadlines.’

‘Obtain a job as a customer representative where I can use my exceptional interpersonal and communication skills to resolve customer issues and foster a positive relationship between the customers and the company.’

‘Diligent and personable customer service representative seeking a position in which my communication skills combined with my problem-solving skills can be useful in serving customers. Capable of handling multiple tasks in a fast-paced environment. Able to keep customers happy and smiling while resolving their issues in the shortest time possible.’

‘Experienced customer care professional with three years of experience in the telecommunications industry. Now seeking a challenging but rewarding role in a position where I can use my interpersonal skills to provide the highest level of support to customers of DataSecure, LLC.’

‘Seeking a customer service position with NextGen Corporation to use my excellent customer service experience and people-oriented skills to enhance customer loyalty and deepen client relationships.’

Example 6 

‘Customer service representative with five years’ experience providing excellent services to customers in a dynamic work environment. Solid communication skills, good interpersonal skills and fast in resolving customer complaints with excellent problem-solving skills.’

‘Confident and energetic customer service representative passionate about serving customers. Thrives in a challenging and fast-paced environment. Able to interact freely with customers and resolve issues quickly. Now looking for a rewarding position where I can serve customers and increase customer retention.’

‘Self-driven customer service professional with over 10 years of experience working in a dynamic call center. Strong verbal and written communication skills. Passionate about building lasting relationships with customers.’

‘Experienced customer service coordinator with strong leadership skills. Able to design, implement and maintain cost-effective shift schedules for Telkom’s call center of more than 200 customer representatives. Efficient in managing and tracking client’s attendance records. Results-oriented professional who’s able to ensure customer representatives deliver an outstanding experience.’

‘Detail-oriented professional with over four years of experience in a busy customer-service environment. Proven ability to handle customer issues quickly and discreetly while nurturing positive relationships and increasing customer retention rates by 54%. Seeking to leverage these skills as a reliable customer service representative.’

Example 11 

‘Customer service representative with three years of experience in a busy IT help desk. Holds a bachelor’s degree in IT. Seeking to use my diagnostic skills and troubleshooting skills to help customers resolve a range of computer and networking problems.’

‘Seeking a customer service representative position where I can use my experience and communication skills to handle customer complaints and queries and deepen the relationship with customers.’

Example 13 

‘Qualified customer service professional with over 14 years of experience in customer care roles, including sales, tech support and customer care. Good listener, astute problem solver and confident on the phone. Proficient with various CRM tools. Seeking to use my customer service skills to provide a positive experience to the customers in your firm.’

‘Personable and articulate customer care professional with a history of providing outstanding support to customers. Able to maintain a positive attitude when serving customers in the banking hall. Possesses good judgment and the ability to handle confidential information discreetly. Seeking a customer service role within a financial institution that offers rewarding opportunities for dedicated people.’

‘Customer-centric professional with three years of experience serving customers in different roles. Proven ability in engaging customers, resolving complaints and strengthening customer-client relationships. Seeking a rewarding position with a company that values its customers.’

 Here are some examples of poor resume objectives:

‘Seeking a position as a customer service representative in a fast-growing company.’

The above resume objective doesn’t indicate the applicant’s qualifications or skills, which gives the employer no way to know what value they would bring to the company.

‘To obtain a customer service position with a company, which will require me to use my skills for the company’s success.’

Not only is this objective vague and generic, but it also doesn’t highlight the applicant’s experience and skills. It also doesn’t state what value they bring to the company.

‘Secure any position that requires me to use my interpersonal skills and analytical mind to resolve customer issues and complaints.’

While this objective states how the applicant’s skills are of value, it doesn’t clearly state the position they’re applying for.

In general, a poorly-written resume objective leaves out relevant details, doesn’t state the position being applied for, or otherwise fails to show how the applicant’s skills will benefit the employer.

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Customer Service Team Leader Resume Samples

The guide to resume tailoring.

Guide the recruiter to the conclusion that you are the best candidate for the customer service team leader job. It’s actually very simple. Tailor your resume by picking relevant responsibilities from the examples below and then add your accomplishments. This way, you can position yourself in the best way to get hired.

Craft your perfect resume by picking job responsibilities written by professional recruiters

Pick from the thousands of curated job responsibilities used by the leading companies, tailor your resume & cover letter with wording that best fits for each job you apply.

Create a Resume in Minutes with Professional Resume Templates

• Provide training and development of direct reporting staff with coaching to improve performance and to assist in their own development
• Assist management with career development activities for team members including performance management, informal feedback, training, and resourcing
• Work with quality management team to drive continuous improvement in the network billing process
• Provide clear leadership and direction for individuals and team. Autonomously make decisions and drive an effective performance management culture
• Drive continuous improvement of the process performance and team efficiency by use of visual management systems (within the framework set by CENCS)
• Ensure order entry compliance - implement project management process to improve backlog management efficiency for customer satisfaction
• Creates, manages and monitors teams’ daily / weekly metrics on their MDI [managing for daily improvement] board
• Challenge working methods and practices and provide creative solutions and clarity for customers
• Support, coach and develop talent within your team in relation to systems, processes and behaviours
• Sales Managers
• Work with team, the customer, sales and internal departments to maximise order book conversion for your area of responsibility
• Leading by example, continuously and consistently motivate and manage a customer service team
• Develop and maintain excellent customer focus. Identify and address day to day operational issues in line with ‘customer partner of choice’
• Act as point of contact in Team Managers absence
• Provide assistance/support to other areas of the business
• Manage call and email escalation
• Provide accurate Customer feedback regarding products and services
• Approve, manage, and lead training for team members
• Prepare and present performance appraisals for Customer Service Representatives
• Manage backorder maintenance and generate pick-up tags for returns
• Manage department expenditures-(office supplies and equipment)
• The capability to effectively drive business objectives and also have a strong knowledge of hospital procedures and systems
• Demonstrable excellent computer and software knowledge in programs such as IE, FF, Chrome, Media Players, Flash, etc.)
• Structured and disciplined individual who is comfortable with detail
• Excellent interpersonal and relationship building skills with the ability to influence all levels
• People skills with ability to actively listen, empathise, and effectively and professionally handle challenging internal and external customers
• Outstanding customer service skills, strong interpersonal skills and the ability to bond with customers
• Good people and interpersonal skills to build effective relationships with all levels of professionals
• Knowledge of the most widely used programing languages such as Java, JavaScript, HTML, MySQL is desirable but not essential
• Strong customer service skills, including the ability to remain flexible and calm in high pressure or continually changing situations
• Ability to communicate effectively and professionally in both local language and English (written and oral)

15 Customer Service Team Leader resume templates

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• Develop and lead team of Specialists
• Lead by example and coach on key behaviors to drive results
• Select and retain talent
• Relationship management

Customer Service Team Leader Resume Examples & Samples

• Act as primary management contact for Americas Customer Service when the CS
• Provide guidance and act as primary escalation point for CE Executives needing
• At least 6 months experience in a telephone based online business involved with
• People skills with ability to actively listen, empathise, and effectively and
• Act as primary management contact for Customer Service when the CS Supervisor, Special Segments is not available
• Assist with and monitor activities of staff including recruiting, scheduling, coaching, training, retraining andperformance management to develop an effective team with a strong customer focus
• Share information and work with other Special Segments teams
• Work with Circulation, Product, Sales and other Dow Jones departments necessary for handling internal and external customer contacts quickly and correctly. Support sales teams, as applicable
• Generate ideas that streamline processes and reduce manual work that quicken customer service operations and better the customer experience
• Identify trends and develop and implement plans for improvement to ensure required customer satisfaction levels
• Make preparation for new hires, including new hire training, job shadowing schedules and general and specific introduction to Dow Jones, our products and services
• At least 6 months experience in a customer service organisation in support of high-end products and high value clients
• Experience supporting applications in a web environment
• Oral and written communication skills with ability to explain complex ideas at a level appropriate to the audience using ideas/terminology to ensure customer understanding and resolution of enquiries
• Ability to monitor team activities to ensure goal fulfilment
• Ability to work well under pressure
• Ability to work effectively across business units to meet customer goals
• Ability to train team members on new and existing Dow Jones products and services
• Ability to coach team members on successful job behaviours
• Ability to schedule work and implement work assignment adjustments to meet changing work priorities
• Sound judgment, with the ability to solve problems independently
• Ability to assimilate complex product knowledge and identify appropriate solutions
• Commitment to customer satisfaction to provide quick and thorough response to customers’ requests or problems
• Ability to build and develop relationships with others to assess needs, and identify and solve problems

Call Center Customer Service Team Leader Resume Examples & Samples

• Oversee, maintain, and approve vacation and time off requests in accordance with the “Customer Service Guidelines.”
• Maintain the Customer Support Calendar and assure that all channels have adequate coverage
• Ensure that all Customer Service Representatives comply with Customer Service norms
• Attend Sales Conferences
• Maintain familiarity with promotions for each channel (Retail and Distributor or Direct to Consumer and Church)
• Maintain Daily/Weekly/Monthly stat reports
• Receive, analyze, and resolve all phone inquiries and/or issues from Customers in accordance with HCCP policies and procedures, including shipment tracking, backorders, pending orders, shorted, damaged, or defective products
• Receive and direct input of all Customer and Sales personnel phone orders with the ability to respond to inquiries regarding stock status, discount, shipping methods, returns issues, and promotions
• Process fax, email, and snail mail within 24 hours, inquiries and correspondence as assigned within 48 hours
• Process markdowns and POS credits as approved by Sales
• Process return requests
• Maintain familiarity with product lines to assist Customers in placing orders and provide information on all Bible, book, audio, DVD, digital, and Bible Cover publications
• Route new account requests
• Research chargeback claims, provide PODs, etc
• Understanding of computer applications for information and resolution of Customer needs
• Communicate effectively with internal and external Customers and Customer support staff
• Customer Service Oriented/Service Mentality
• Detail oriented/organized
• Ability to work independently and in a Team
• Ability to prioritize and multi task
• Computer skills, Microsoft Office, excellent written and verbal communication skills
• Working knowledge of HarperCollins Christian Publishing products, as well as that of competitors
• Deliver world standard client service by answering telephone inquiries timely, accurately, professionally, and courteously. Maintain the required performance standards in quality, occupancy, attendance, promptness, identifying client needs, and selling and referring products and services
• Handle escalated calls from Customer Service Representatives
• Assist with scheduling and coordinating team activities
• Provide input into performance appraisal process and hiring decisions
• Assume non-supervisory responsibilities of a Team Leader, which include: exception reporting, updating manuals, assisting associates with telephone inquiries, and assisting with other types of escalations specific to the department
• Provide direction and assistance to Customer Service Representatives
• Participate in special promotions and projects as directed by Customer Service Supervisor
• Associate's degree in a related field or equivalent education and related training
• Two to three years of client service experience
• Excellent problem-solving skills and listening skills
• Excellent computer navigation and keyboarding skills, including ability to navigate between multiple systems
• Demonstrated time management skills
• In this role you’ll:*
• Supervise a team of Customer Service Representatives and ensure Service Level Agreements (SLAs) and Key Performance Metrics are met
• Support and develop staff to improve efficiency and performance of the team
• Attend regular meetings with Financial Times Customer Service Management
• Coach team members on effective use of process and procedures and conduct quality audits weekly
• Maintain coaching logs and audits for documentation and reporting
• Deliver key projects and initiatives to improve customer service and experience
• Pro actively contribute ideas and give timely feedback to the FT Customer Service Management team
• Drive a positive and healthy working environment
• Submit weekly report and ensure daily log sheets and weekly reports of subordinates are received
• Develop and maintain training manuals and ensure Customer Service Representatives are well trained
• Ensure team is familiar with products and services, and be able to identify opportunities to sell/up sell and salvage cancellations
• Review Quality Assurance data to evaluate performance, analyze trends and provide constructive feedback
• Conducts monthly team meetings to deliver key communications and build team spirit and provide recognition
• Supports the hiring and training process by conducting interviews and making recommendations for hire
• Develops and leads an effective team that proactively retains eBay customers

China Card Citiphone Customer Service Team Leader Resume Examples & Samples

• At least 2 years relevant experiences in Call Center
• Good problem and complaint handling skills
• Independent, hardworking, self-motivated and good team player
• Fluent in spoken English
• The Customer Service Team Leader is responsible for helping to lead the team to ensure all customers receive superior service appropriate for Dow Jones PIB products
• The Customer Service Team Leader has a responsibility to ensure that customers are satisfied and remain loyal to Dow Jones and that the department's mandated service levels are achieved
• Act as primary management contact for Customer Service when the CS Supervisor is not
• Conduct telephone, e-mail, and web chat monitoring for staff and provide feedback for
• Development purposes and to ensure accurate and timely support
• Share information and work with other Customer Service teams to ensure global consistency
• Work with Dow Jones internal partners as necessary and support sales teams, as applicable
• Generate ideas to streamline processes, reduce manual work and make the customer service operations process as efficient as possible, with the goal of improving the customer experience
• Make preparations for new hires, including assisting with new hire training, organizing job
• Shadowing, and providing an introduction to Dow Jones products and services
• Assist supervisor in guiding reps through proper workflow procedures related to escalations and system issues
• Act as Manager On Duty as necessary to support the team and meet global objectives
• Handle special projects, as needed
• All employees have a responsibility to co-operate in promoting and maintaining a safe and healthy working environment, and to take reasonable care of their own health and safety at work and that of all other staff that may be affected by their acts or omissions. Line managers have specific responsibility for the health and safety of their direct reports and other team members for which they have general management responsibility
• To ensure the provision of the highest level of service to candidates, and to act as a referral point for any complex customer service issues within the team
• To proactively develop, implement, maintain and communicate effective operational procedures
• Supervise a team of customer services staff, acting as first/second line escalation for queries ensuring that complaints are dealt with in line with the business expectation
• Lead and demonstrate continuous improvement by contributing to the review, amendment and implementation of improved procedures, processes and standards that increase efficiency and effectiveness
• Deliver, review and document performance with team members on a regular basis
• Monitor and evaluate calls and other Customer Service Centre tasks
• Work closely with other departments to ensure delivery of individual client service requirements
• Ensure employees are competent to use business systems to support their role
• Deal with the responses of all customer complaints in line with client requirements
• To cover other roles within the Customer Service Centre, including specific project work, as and when needed.​
• Experience of working in a customer service environment
• Able to demonstrate the ability to manage your performance and workload
• Strong communication skills to all levels of audience, across cultures
• Self-driven and motivated, enthusiastic and energetic
• Ability to work in a team and individually, to give, take and seek instruction when necessary
• Fluency in English, both written and spoken
• Management experience in a service related role and environment
• 1) Manage and develop customer service staff providing continuous coaching, feedback, and training
• 2) Manage entire “Life of a Sale”, emphasizing proactive vs. reactive customer service
• 3) Assists in coordinating day-to-day activities of customer service representatives
• 4) Serves as a motivator to assist driving the team towards goals
• 5) Coordinate job shadowing and cross training of associates within the customer service department bridging gaps when absences may occur
• 6) Recommends, tests, and implements solutions to process and procedural problems
• 7) Directly manage “Top” accounts over 100K to effectively maintain and support core accounts service level
• 8) Manage and review all reports directly related to core functions and life of a sale monthly
• 9) Continue to perform customer service related duties to maintain a strong background in core functions thus recognizing and circumventing developing issues
• 10) Conduct staff meetings and/or update meetings in Manager’s absence or when assigned to perform this function
• 11) Provide feedback to Manager regarding customer service associates day-to-day performance
• 12) Possesses deep knowledge and understanding of the functions and features of Baker and affiliated vendors products and parts
• 13) Participate in and act as customer service representative in company wide special projects
• 14) Performs other related duties as required
• 2) Offers own opinion even when it is likely to meet resistance
• 3) Displays a commitment to the organization by setting high standards of performance
• 4) Uses available resources to ensure attainment of team goals
• 2) Manages multiple tasks to obtain timely results
• 1) Proven strength displaying Core Leadership Competencies
• 2) 5+ years experience as a Customer Service Representative or exceptional performance. Customer Service Representative II background preferred
• 3) Proven customer service skills. Ability to handle all situations within authority level. Proven customer and company satisfaction record. Potential and desire to advance to the supervisory level
• 4) Position requires tactful manner, stable personality, and pleasant telephone manner with an ability to handle pressure and stressful situations
• 5) High School diploma required, 2-4 year degree strongly preferred. Luxury goods organization experience preferred

Ccb-customer Service Team Leader Resume Examples & Samples

• Identify ways to support inclusion and diversity
• Ability to delegate tasks
• Experience with multiple browsers, multiple tabs, window navigation and instant messenger tools
• Basic Qualifications
• Bachelor’s degree or High School Diploma/GED with a minimum of 2 years’ experience in a financial services, operations or customer service setting or equivalent military experience
• Minimum of 1 year of supervisory or leadership experience
• Must submit your application for employment through gecareers.com to be considered (Internals via COS)
• Must be willing to comply with pre-employment screening, including but not limited to drug testing, reference verification, and
• Deliver world standard client service by answering telephone inquiries timely, accurately, professionally and courteously. Maintain the required performance standards in quality, occupancy, attendance, promptness, identifying client needs and selling and referring products and services
• Assume non-supervisory responsibilities of a team leader, which include: exception reporting, updating manuals, assisting associates with telephone inquiries, and assisting with other types of escalations specific to the department
• Three years of client service experience

Potential Customer Service Team Leader Resume Examples & Samples

• Develop and maintain excellent customer focus. Identify and address day to day operational issues in line with ‘customer partner of choice&#8217
• Support pro-active management of customer order books ensuring integrity of orders and maximising sales and conversion opportunities
• Follow agreed procedures ensuring standards and documentation exists for all new and existing processes. (red book process)
• Demonstrate and develop commercial awareness by supporting the business on delivery of sales and financial targets and objectives
• Proactively arrange and participate in forecast meetings, orderbook reviews, Aligned logistics meetings, delivery action meetings and other business critical meetings required for area of responsibility. Ensure timely feedback to line manager
• Actively build and maintain relationships with other departments, focussing specifically on sales team, in order to maximise orderbook conversion focussing on achieving both Stockturn and OTIF measures
• Work closely with the customer, other team leaders and managers to improve supply change efficiencies to ensure best practice is consistent across the wider department
• Liaise with all areas of the business to identify stock/order status and ensure the quality of information provided to accounts is 100% accurate at all times
• Look to exceed all personal and departmental objectives within specified timelines
• Actively encourage team to develop strong relationships with sales, logistics and other departments
• Constantly review weekly team meeting format and agenda to maximise engagement and participation
• Consistently prepare for and conduct constructive monthly review meetings with each team member. Formal appraisals to be conducted as specified
• Lead team to influence all warehouse functions identifying process failures and recommending effective solutions
• Ensure team works within DC SLA’s managing customer’s expectations in line with this
• Attend customer visits with a positive and professional manner. Having sent agenda points to the customer ensure you are fully prepared for the meeting. Feedback minutes to Line Manager and follow up on any action points
• Display a positive, professional, attitude at all times
• Use knowledge to support customer satisfaction & offer alternative solutions. (eg switch selling, next day delivery, suitable bookings etc). Own the customer contact and ensure conclusion reached to mutual benefit
• Proactively Support the implementation of business initiatives such as ZSOL order upload, EDI, Direct Containers, Peak Planning and SHAS/VAS solutions
• Develop teams knowledge and participation in key business initiatives
• Live and breathe the Customer Service department’s managers ‘Code of Conduct’, promoting the adherence to Customer Service Minimum Standards
• Support the implementation and reporting of Key Performance Indicators constantly reviewing to add any new measures that will be beneficial to the wider business
• Hold team members accountable for KPI’s relating to their performance, knowledge and account base
• Ensure team performance is consistently of an excellent standard swifty and decisively addressing any performance issues prior to them having any detrimental effect
• Review team fit and correct people for correct account(s) within your team on regular basis in order to maximise performance
• Focus on succession planning to minimise impact to customers when natural progression occurs
• Ensure that HR policies are followed, clearly communicated and executed to the highest possible standard at all times
• Improvement focused, able to challenge the norm
• Demonstrate high level of professionalism representing the adidas group both internally and externally
• Commercial and financial awareness
• Team player, able to inspire others
• Ability to forge and maintain strong relationships
• Effective manager of people
• Excellent knowledge and skills in Word, Excel, PowerPoint
• Strong understanding of all PC based systems e.g. Microsoft Office, SAP
• Overseeing and monitoring daily activity within a unit
• Conducting training on systems and specialized applications
• Coordinating workflow activity in a unit and providing guidance, feedback and supervision to less experienced or designated customer service reps
• Participating and overseeing audits within unit
• Ensuring that control procedures are followed to mitigate financial or compliance risks
• Communicates and seeks counsel with appropriate individuals on questionable or unprecedented issues
• Works under minimum direction and assists to plan and organize work within the team. Communicates and seeks counsel with appropriate individuals on questionable or unprecedented issues to managers
• FINRA Series 7 and 63 licenses required; Series 24 preferred
• Previous successful customer service, or call center experience required, preferably in a Brokerage Customer Service environment
• Demonstrated exceptional problem solving skills
• Excellent communication and strong customer service focus
• Ability to communicate effectively with peers, support services, and other units
• Strong computer skills - Microsoft Word/Excel
• Technologically proficient with the ability to coordinate multiple projects
• Effective written and oral communication with good analytical skills required
• Bachelor degree or equivalent; demonstrated experience in the related industry
• Bilingual skills (English/Spanish) preferred

Customer Service Team Leader Internal Candidates Resume Examples & Samples

• Lead, develop, and motivate a team of 15-20 customer service representatives
• Provide behavioral based coaching and feedback in order to drive performance, as well as to promote continued growth and career development
• Monitor, analyze, and evaluate individual and team performance in relation to customer service and business goals
• Conduct disciplinary action as needed, including but not limited to informal and formal write ups and corrective action plans to improve performance
• Manage daily contacts in a multi-channel in and outbound contact center, focusing on meeting performance metrics and exceeding customer expectations
• Ensure employee adherence to company values, quality and PCI requirements, accuracy, schedule, and other expectations in a fast-paced, market specific contact center
• Support the interviewing, hiring, and training of customer service employees based on business need
• Assist customers by responding to incoming calls, emails, & chats promptly and answering questions regarding a variety of service issues including but not limited to ordering, quality, delivery, billing, etc
• Build and maintain business relationships and open lines of communications with our partners in Workforce Management, Training, QA, and other internal support teams
• People management for the team. Selection of team members, ensure appropriate skills, training, language and personal qualities within the team
• Ownership of team metrics. Regular review of key performance indicators, identification of required remedial actions. Follow-up on commitments to ensure their completion
• Acting as level two escalation point for major customer concerns, providing professional and expert resolution for selected customers issues, ensuring highest levels of customer satisfaction
• Supervise operations and ensure flow quotations, order entry and dispute resolution activities meet required service levels, effectiveness and overall efficiencies
• Drive continuous improvement activities in all areas of responsibility to increase operating performance in the Customer Care team
• Coach team members to keep them highly motivated to high performance
• Excellent interpersonal skills when dealing with external and internal customers
• Experience in challenging customer service environments. Previous leadership track record an advantage
• Experience as team coordinator or team leader
• Self-confidence – ability to represent function to customers and peers, upper management
• Mentor, with ability to develop trust in others
• Fluent English language knowledge. Strong written and spoken command of at least two European languages
• Oracle proficient user
• Call management system: CMS
• Manage and develop customer service staff providing continuous coaching, feedback, and training
• Manage entire “Life of a Sale”, emphasizing proactive vs. reactive customer service
• Assists in coordinating day-to-day activities of customer service representatives
• Serves as a motivator to assist driving the team towards goals
• Coordinate job shadowing and cross training of associates within the customer service department bridging gaps when absences may occur
• Recommends, tests, and implements solutions to process and procedural problems
• Directly manage “Top” accounts over 100K to effectively maintain and support core accounts service level
• Manage and review all reports directly related to core functions and life of a sale monthly
• Continue to perform customer service related duties to maintain a strong background in core functions thus recognizing and circumventing developing issues
• Conduct staff meetings and/or update meetings in Manager’s absence or when assigned to perform this function
• Provide feedback to Manager regarding customer service associates day-to-day performance
• Possesses deep knowledge and understanding of the functions and features of Baker and affiliated vendors’ products and parts
• Participate in and act as customer service representative in companywide special projects
• Proven strength displaying Core Leadership Competencies
• 5+ years’ experience as a Customer Service Representative or exceptional performance. Customer Service Representative II background preferred
• Proven customer service skills. Ability to handle all situations within authority level. Proven customer and company satisfaction record. Potential and desire to advance to the supervisory level
• Position requires tactful manner, stable personality, and pleasant telephone manner with an ability to handle pressure and stressful situations
• High School diploma required, 2-4 year degree strongly preferred. Luxury goods organization experience preferred
• Organize and manage the daily activities of the CS team ,
• Review and Improve the CS performance by providing guidance to process customer orders, and schedule agreements to the required Service Level
• Keeping the CS team and customers fully informed on issues affecting service
• Ensure that CS team update and maintain all key customer information within SAP and other supporting systems
• Ensure that all customer queries and complaints have been logged and resolved by CS administrators in compliance with processes and procedures
• Liaise with Freight Forwarders to ensure prompt delivery of ordered items and to resolve any customer complaints regarding late deliveries and damage to goods
• Liaise and Support CS Manager in tasks required from time to time, specifically in the drive to have consistency where appropriate in the Customer Service Function
• Participate in the Continuous Improvement Programme (PPI), contributing to the development and implementation of improvement initiatives within the department and identify process improvements
• Minimum of two years of financial call center management experience required
• Must be willing to work in an environment to positively influence results of a phone-based customer service team
• Advanced proficiency in relationship based leadership, proven time management skills, with computer functions with MS office suite strongly preferred
• Daily resource organisation and planning, ensuring adequate resource is available for contact volumes on all channels
• Real-time monitoring of consultant availability, adherence to schedule, and assigned duties in accordance with departmental Service Level Agreements (SLA’s)
• Analyse and interpret information available on systems and reports to effectively manage and/or delegate both individual and team workload
• Maintain a specialist understanding and knowledge of all policies and processes to deliver a seamless and consistent customer experience
• Provide administrative support to consultants and other departments in the completion of departmental processes and procedures
• Excellent ability to solve customer service issues through front line agent management and demonstrate passion for delivering a positive customer experience
• Developing and achieving team performance goals and objectives in order to achieve customer promise expectations while ensuring accuracy and quality
• Lead and develop a team of up to 35 direct report associates. Responsible for the overall direction, coordination and evaluation of the team. Expected to be a subject matter expert for their teams
• Carry out supervisory responsibilities in accordance with Amazon policies and procedures. Additional responsibilities will include interviewing, training and motivating employees; planning, assigning and directing work; rewarding and disciplining employees up to termination; resolving conflicts
• Previous work experience which emphasizes strong communication and leadership skills
• Must be willing to work a flexible schedule; between the hours of 6AM - 12AM EST and rotating weekends
• Must be willing to relocate to Lexington, Kentucky (greater area)
• Two year degree
• Absolute passion for ensuring a great customer experience with every contact
• Experience leading teams, and motivating and driving an engaging environment
• Demonstrated mastery of tools including Windows 7, Microsoft Outlook, Firefox, Internet Explorer, Amazon.com website, competitor websites, Internet search engines
• Knowledge of Six Sigma/Lean Processes
• Demonstrated effective communication, composure, and professional attitude
• Ability and desire to relocate to take advantage of future growth opportunities
• Must be flexible in shift assignments and work areas, including nights and weekend
• BA/BS degree or higher or 2+ years Amazon work experience
• 2 years previous experience supervising a team in a customer service or production environment
• Ability to function in an ambiguous, fast paced work environment
• Compose grammatically correct, concise and accurate written communication
• Demonstration of Amazon Leadership Principles in current role
• Leading by example, continuously and consistently to motivate and lead a customer service team
• Deliver a ‘high performance’ training program for the Customer Service team
• Commitment to continuously improve processes and initiatives
• Ensure order hold accuracy is maintained when various requests are received from Sales, Category Management & Operations to alter orders
• SAP implementation of transactions and processes; perform testing, collaboration with all key stakeholders to ensure successful implementation. Ensure that all testing is completed against business timelines for SAP
• Creation of price change forms and pricing submissions to head office groups
• Management of the team to ensure creation of contracts and pre-orders in line with business pre-order timelines
• Management of the pre-order process for all accounts to ensure orders are maintained accordingly
• Drive pro-active management of order books, ensuring integrity of orders and maximizing sales, conversion opportunities and on time deliveries in full
• Drive against specific KPI’s to improve standards, service and financial results, following through on improvement opportunities wherever possible
• Challenge working practices and provide creative solutions
• On- going coaching of team members to further develop and support a high performing team
• A demonstrated commitment and passion towards your team and the adidas group brands
• An interest in Golf
• Experience in some form of golf retail / operations is preferred
• Manage, coordinate and direct the daily operations of a unit of fifteen to twenty non-exempt staff members while maintaining overall team productivity to meet department goals
• Delegate various tasks and responsibilities and set workflow priorities to staff members
• Introduce new procedures and coach on existing procedures and track and coach individual team members in their performance
• Monitor daily productivity, business and quality review of input and coach and develop employees to achieve higher results
• Process exception items and resolve complex issues while reviewing and recommending system modifications
• Recommend human resource actions- including hiring, terminations, salary actions and promotions
• Coordinate with management and other supervisors to resolve complex customer and employee issues
• Interact with customers, Dealers and company employees outside your immediate work area
• Selected candidate must be available for the following hours: Monday-Friday 7:30AM to 11PM, Saturday 8AM to 8PM or Sunday 8AM to 8:30PM*
• Fluent in speaking and reading Spanish preferred

Mortgage Banking Customer Service Team Leader Resume Examples & Samples

• Manage a team of up to 15 non exempt call center specialists
• Be available to affect the entirety of the team’s operations
• Motivate and encourage specialists through positive communication and
• Minimum three years related management experience or specialized education required
• Minimum one year of Call Center experience preferred
• Excellent communication and interpersonal skills
• Advanced proficiency level in a Microsoft Office environment
• Ability to follow complex methods and procedures in the performance of diverse routine and non-routine tasks
• Ability to motivate, coach and develop staff for performance improvement
• Minimum of two years management experience strongly preferred
• Advanced proficiency with computer functions with MS office suite strongly preferred
• High School Diploma or equivalent required, Bachelor’s Degree preferred
• Previous experience working within a similar contact centre based Team Leader position
• Knowledge of TV Licensing policies and procedures would be helpful
• The ability to lead, motivate and develop team members
• Excellent coaching skills
• Strong interpersonal skills, including the ability to persuade and influence
• Results oriented, with the ability to understand and interpret statistical information
• Excellent communication and listening skills
• Ability to solve problems and make effective decisions
• Experience of managing a team of professionals and operating effectively as part of a team
• The ability to work in a fast paced environment and be self-driven, with a genuine passion to see people grow and achieve
• A proven track record of over-achievement in anything you take on, and you enjoy improving systems and processes and exceeding expectations
• Drive customer loyalty through increased productivity, improved value and through a high performance culture
• Drive effective control of support costs
• Develop strong customer relationships, team with Field Sales Management, implement synergy sales initiatives, drive process improvements, utilize web/electronic self-service technology, and create a high performance culture within the support team
• This assignment provides great visibility and opportunity for future growth opportunities which is a significant consideration in the selection process
• Required Education: HS Degree or GED
• Preferred Education: Bachelor's Degree Required
• Experience: 1 Year related experience
• Preferred Experience: 2+ Years related experience and 1 year experience within the LN Call center
• Required: Customer Service experience; inbound or outbound call center experience
• Preferred: Knowledge of call center automation
• Required Specific Skills: Excellent communication skills, both written and verbal
• Demonstrated success in customer service
• PC skills with Windows based programming
• Working Conditions: The office is open 24x7 and the hours rotate on a semi-annual basis
• To ensure resources and workflow plans are in place
• To supervise the quality of their teams work and adhere to given standards and contribute to reporting on KPI’s and Service Levels
• To ensure all members of the team are fully trained in all aspects of their work and to identify training and development needs in discussion with their team leader
• To be proactive in reviewing working practices and working with the operations manager to plan and implement new processes, for example when legislation or guidelines are updated
• To uphold organisational policies and principles on the promotion of equality
• To support the creation of an inclusive working environment where diversity is valued, everyone can contribute, and everyday action ensure we meet our duty to uphold and promote equality
• To manage a team, this may include appraisals, initial stages of grievance and involvement in recruitment
• Participate in the recruitment process of support staff
• Strong leadership and motivational skills
• Managing a team in a Contact Centre environment
• Excellent organisational, prioritisation and communication skills
• Strong I.T. and written English language skills
• Ability to multi-task and organise workload efficiently
• Willingness to assume responsibilities and take ownership of tasks
• Ability to handle complex queries on own initiative
• Develop and improve relationship with external and internal customers
• Responsible to poetize the daily tasks and support the team
• Order receipt, order registration, Credit note registration, backorder recording, time of delivery feedback
• Service Complaints. report and follow up
• Regulatory Action, report and follow up
• Forward relevant information to Sales Force
• Kit / Loaners: Request, check availability, approved/denied
• Check that list prices and discounts are within agreed limits, inform Customer Service Manager of irregularities in pricing
• To participate in special sales activities
• Close contact to Product Manager, for a product. Inform Customer Service of new product, focus area and product campaign
• Filing of invoices, consignment agreements, stocktaking reports, etc
• Receiving and controlling product and pricing information on tenders
• Contact with finance and customers regarding reminders. Approval of invoices
• Ordering/registration/filing of custom made products
• Implement continuous improvement to ensure efficient operation and make sure agreed Service to Customers are kept
• Take ownership and participate in projects to further improve the European Stryker Customer Logistics function, resulting in increasing customer satisfaction, increasing efficiency, lower costs and optimized inventory levels
• Together with logistics make sure the most cost efficient transport solutions are used
• Ensure data accuracy in business system
• Minimum 5 years within customer service
• Have good IT experience preferably with change management
• Preferred practical knowledge of continuous improvement concepts
• ISO 9001/2000
• To lead a team of Customer Facing (CF) and/or Customer Service Support (CSS) Customer Service Representatives (CSR) who support inbound and outbound customer contacts. Understanding the relevant procedures and processes for the relevant Businesses, as well as the internal BSC processes. Managing a team of Customer Service Representatives Ensuring timely resolution of Service Requests and activities within the Customer Relationship Management system. Proactively seek to minimise or eliminate by addressing root causes in terms of either processes or behavioural changes. Deliver Customer Service and Order to Cash processes by managing workflow, ensuring adequate holiday training & sickness cover. Proactively develop the skills, competencies and knowledge of Customer Service team members Carry out regular one to ones with all direct reports to discuss performance and to develop and implement career path plans. Conduct half yearly and annual appraisals with direct reports. Organise monthly team meetings with direct reports. Provide first level escalation for any issues raised by the team. Ensure all processes are compliant with current ISO 9000 accreditation & assist in preparation for future accreditation. Ensure processes are embedded & adhered to consistently throughout the team. Develop, achieve and monitor Key Performance Indicators aligned to the Service Level Agreements Work closely with other team leaders within the Business to ensure that overall operational objectives are met, ideas shared and lessons learnt Develop a team environment that supports continuous improvements & promotes the Business culture. Develop and maintain sound working relationships with key stakeholders, customers and external service providers Develop and control processes and procedures to the Business standards Ensure that all activities meet with the Business HSSE requirements. Monitor Team SOX compliance. Support transition to the eBSC (system testing, documentation, new recruits training and any transfer related activities as requested by the CSD or eBSC project manager
• Demonstrated ability to coach colleagues Ability to work independently Develop and command respect for professional excellence Foster Effective Teamwork and Collaboration Understanding Customers – understand customers’ current needs; efficient high quality response; build customer relationships; monitor progress; effective negotiator Personal Effectiveness – effective communicator; time management; listening and facilitation Takes responsibility for quick handling of customer-service-problems in a friendly and non-defensive manner Problem Solving – identify, analyse and solve problems; utilise, adapt and develop resources Provides friendly and positive service Good team player Good IT skills
• Requirement to work some public holidays Availability to work outside of standard business hours during peak periods
• Act as an information source for CSRs questions pertaining to process, policy and work schedules
• Closely coordinate with other Leads and Management pertaining to support service levels and customer experience, and take appropriate actions to correct when needed
• Work in queues a minimum of 25%-50% of work day to maintain subject matter expertise and support service level goals
• Compile/send weekly status and other required reports as directed by manager
• Carry out performance measurement (Quality Audits), CSAT scores/feedback, general monitoring, and evaluation of all agents and operators to improve the team's efficiency
• Provide feedback to CSRs in 1:1 once per month
• Coordinate training for new hires and existing staff; participate in the delivery of training
• Proactively communicate with the CS Manager regarding workflow, staffing issues/performance, and customer experience items
• Lead must be available to cover all hours of business operation and coordinate with other leads as point of contact to insure continuous and full support
• 2+ Years of customer service experience
• 1-2 years experience in contact centers preferred
• Ideal candidates will also have experience in a web-delivered business environment
• Industry pluses: classified listings websites, travel websites, online advertising, or B2C websites
• Experience with business support software applications such as MS Office (Word, PowerPoint, Excel, Visio, etc.) required
• Working knowledge of photo editing software such as Photoshop or Fireworks a huge plus
• Bachelor's degree preferred, but will accept equivalent experience in field
• Assign team members to tasks according to workload and skills
• Provide process improvement guidance / changes for review by leadership
• Identifying deficiencies (tools, metrics and reports) and recommending solutions
• Special projects as requested by the management team
• Accurate and efficient with very good organizational skills and ability to manage tasks simultaneously
• Adaptable to learn new processes, concepts, and skills
• Demonstrates the ability to work as part of a team adding positive attitude and business focus
• Ability to motivate teams and maintain teams’ business focus
• Microsoft Office skills
• Written and spoken ability to communicate in English

Customer Service Team Leader VIC Resume Examples & Samples

• Dealing with escalated customer enquiries and providing effective resolution to ensure customers are receive the highest level of service possible
• Drive quality and compliance requirements to ensure our standards of service are upheld
• Lead by example by assisting the team with overflow calls and processing and managing customer orders in SAP
• Effective management of team performance reports
• Passion for helping customers and delivering the best service possible
• Assertive and confident manner in managing challenging stakeholder expectations – internal & external
• Experience with ERPs and CRMs would be important, preferably SAP and Salesforce

Customer Service Team Leader WA Resume Examples & Samples

• Daily management and development of Customer Service Team through the identification of training and induction needs, resourcing and rostering
• Providing feedback & guidance for team members on their development
• Approving credits where possible or ensuring the team have the appropriate approvals received for any exceeding the companies terms and conditions
• Sophisticated team management skills for a team with various levels of expertise (recruiting, mentoring and developing)
• Dedication to process improvement and efficiency
• Experience in leading significant change initiatives and capable of challenging the status quo to do things differently
• Ability to balance competing priorities and workload effectively
• Primary point of contact responsible for tactical matters, such as operational activities, customer prioritization towards GBU’s
• Maintains regular performance reviews with team members based on the predefined objectives and performance agreements
• Ensures process requirements are compliant with Audit, SOX and other regulations
• Develop, recommend and manage Order to Cash policies and procedures
• Monitor the status of quality systems and client satisfaction, providing periodic reports and status updates on the overall performance to senior management
• Define and develop key performance indicators (KPIs) to track and measure overall performance in collaboration with GBU’s and for the own department
• Bachelor’s or Master’s degree in logistics, business/ economics area or related field. Supply Chain or Logistics experience is a plus. Additional Korean/Japanese language skill is a plus
• Strong Leadership and change management experience
• Strong business acumen to effectively manage/reduce costs and drive productivity
• Strong Customer Focus to meet the expectations and requirements of internal and external customers
• Strategic thinker, addresses partner and customer needs
• Excellent written and verbal communication skills to be able to deal with different Management levels
• Excellent change-management skills
• Excellent team builder and talent developer
• Ability to participate in cross-functional, team-oriented environment
• Ability to interact with multiple levels of leadership internally and externally
• Ability to present ideas and information in a clear, concise, and organized manner
• Listens to others to respond effectively to ideas and questions
• Acquisition and integration experience a plus
• Familiar with quality systems preferred, including but not limited to management responsibility, resource management, analysis and improvement processes
• Expert User of Microsoft Office tools
• Understanding the relevant procedures and processes for the relevant Businesses, as well as the internal BSC processes
• Managing a team of Customer Service Representatives
• Ensuring timely resolution of Service Requests and activities within the Customer Relationship Management system
• Proactively seek to minimise or eliminate by addressing root causes in terms of either processes or behavioural changes
• Deliver Customer Service and Order to Cash processes by managing workflow
• Proactively develop the skills, competencies and knowledge of Customer Service team members
• Carry out regular one to ones with all direct reports to discuss performance and to develop and implement career path plans
• Provide first level escalation for any issues raised by the team
• Develop, achieve and monitor Key Performance Indicators aligned to the Service Level Agreements
• Work closely with other team leaders within the Business to ensure that overall operational objectives are met, ideas shared and lessons learnt
• Develop a team environment that supports continuous improvements & promotes the Business culture
• Develop and maintain sound working relationships with key stakeholders, customers and external service providers
• Develop and control processes and procedures to the Business standards
• Demonstrated ability to coach colleagues
• Minimum of 12 months previous experience customer service skills in a customer services environment preferred
• Must demonstrate a strong understanding of customers’ needs / behaviours
• Strong relationship management skills
• Strong time management and organisation skills
• Excellent written/oral communication skills and ability to build effective working relationships
• Develop and command respect for professional excellence
• Foster Effective Teamwork and Collaboration
• Understanding Customers – understand customers’ current needs; efficient high quality response; build customer relationships; monitor progress; effective negotiator
• Personal Effectiveness – effective communicator; time management; listening and facilitation
• Problem Solving – identify, analyse and solve problems; utilise, adapt and develop resources
• Requirement to work some public holidays
• Availability to work outside of standard business hours during peak periods
• Coach the Support Centre Team to achieve centre goals, including service levels, ratios, cost per call, incremental selling, productivity and Customer Satisfaction Index (CSI), etc
• Provide input and recommendations regarding improvements to processes, procedures, and customer service activities
• Develop and maintain a selling environment through motivational events in the Sales Team
• Monitor and reinforce a selling environment, including frequent follow-up, utilizing on-line scorecards, team measurements, and identifying training needs
• Respond to complex customer inquires as referred by Customer Support Centre Associates
• Evaluate the performance of Customer Support Associates and provide leadership to associates, including responding to associate related issues, conducting performance assessments, identifying performance improvement activities, and providing training for career development
• Excellent leadership ability, change management and call centre experience, or equivalent knowledge
• Strong analytical (e.g., trend analysis) and organizational skills
• Ability to influence without authority (e.g., ability to motivate others)
• Proficient in Microsoft Office, web-based applications and tools
• Working knowledge of call center operations
• High school diploma or GED required (preferred 3 year community college or higher)
• Fax: 613-391-3010
• Manage and oversee Contract administration for local customers, GPO, Etc
• Maintain positive business relations with both internal and external customers
• Direct Customer Service Team in daily activities including order entry, credits and disputes, purchase order processing
• Research and Identify product traceability issues with regard to order processing
• Develop daily, weekly & Monthly reports related to CS operations and sales performance
• Work closely with sales leadership to promote organizational synergy
• Create a sustained policies and schedule for PTO requests
• Adhere to all internal Stryker policies and standards with regard to revenue recognition
• Observe FDA guidelines with regard to product lifecycle management
• Promote organizational values by adhering to quality policies and utilizing best business practices
• Engage customer service team with team building activities and organization events
• Proactively develop the skills, competencies and knowledge of team members
• Carry out regular one to ones with all direct reports for performance & career management purposes
• Conduct half yearly and annual appraisals with direct reports
• Organize monthly team meetings with direct reports
• Develop a team environment that supports continuous improvements & promotes Eaton’s goals and philosophy
• Be in charge of the order entry process including myeaton.com, EDI etc.; Follow up on customer interactions; manage the back orders requests
• Ensure timely resolution of Service Requests and activities within the Customer Relationship Management system. Proactively seek to minimize or eliminate by addressing root causes in terms of either processes or behavioral changes
• Deliver Customer Service processes by managing workflow, ensuring adequate holiday training & sickness cover
• Ensure processes are embedded & adhered to consistently throughout the team
• Run and analyze the identified Customer Service reports e.g. customer service management reports, monthly management reports and team performance
• Work closely with other team leaders within the organization to ensure that overall operational objectives are met, ideas shared and lessons learnt
• Develop and control processes and procedures to the Eaton standards
• Ensure that all activities meet with Eaton’s HSS requirements
• Accurate and timely entry of orders onto the order management system
• Liaising with Customers to confirm orders, gather additional information as necessary and keep them informed of progress
• Checking progress, lead-time and quantity for each order
• Liaising with planning/purchasing to ensure customer orders are prioritised and progressed appropriately and service levels are met
• Ensuring clear and correct despatch instructions, i.e. terms of delivery, forwarder details, are provided to the despatch team
• Proactively informing customers of order/shipment discrepancies and providing the intended resolution plan
• Liaising closely with the relevant Territory Manager and Internal Sales Representative for the Country/Region to help deliver sales objectives and address the needs of customers
• Running and monitoring back order reports for designated customer base (daily or weekly depending on the area)
• Proactively supporting TM with specific campaigns, this may include contacting existing customer base with special promotions
• Dealing promptly and effectively with customer requests and queries, including invoice queries, to meet required time-scales
• Liaising with Credit Control/Finance to resolve all invoice queries
• Liaising with external service providers such as courier services and forwarding agents to resolve delivery queries
• Building close relationships with all internal and external contacts to constantly improve information flow and the order process
• Maintaining accurate and up to date customer records and price lists in the systems
• Collating information and producing reports as required
• Working with other members of the Sales, Marketing and Operations teams, to identify issues, propose solutions and take part in projects to contribute to operational and sales efficiency
• Promoting a co-ordinated approach within the Customer Services team and providing cover for other team members in their absence
• Managing Customer Service team on day to day issues and leading MDIs
• Managing team performance, training and workload
• Follow employment policies, such as Absence Management, Discipline and Grievance
• Report writing, setting objectives and conducting team’s GPS
• Leading continuous improvement initiatives and working to improve credits, queries and targets
• Ongoing development of the Team unit
• Manage the day to day activities of the Team, ensuring all Customer and Company requirements and daily activities are met and fulfilled
• Ongoing maintenance of Customer records on all applicable systems
• On-going training and development of Customer Services Executives
• Ensure a positive working relationship with the Customers, other Teams within Customer Services and other departments within the business including, but not restricted to Sales and Business Development
• Develop and implement continuous improvement plans
• Management and daily monitoring of processes to support the Head of Sales in ensuring correct processes are being followed
• Provide key input with the UK MD as required
• Plan and manage the activities of the team to meet and achieve the targets set
• Be responsible for developing regular performance review and appraisal programmes to set KPI’s
• Telemarketing and telesales responsibility to include qualification of opportunities and appointment making working with the Marketing Manager
• 0 = none; 1 = basic; 2= experienced; 3 = advanced; 4 = expert
• Lead, manage and supervise the day-to-day operations of a team of 15-18 customer service representatives
• Act as a point of escalation for difficult customer situations
• Monitor the performance of team members
• Establish schedules for team members
• Conduct weekly one on ones and biweekly staff meeting as well as on the spot coaching / feedback
• Monitor calls and work closely with the QA teams to closely manage ongoing professional and personal development of operations team members
• Create and maintain an environment with intense focus on customer/client satisfaction and professional customer support balanced with consistent achievement of standard business objectives
• Provides hands on assistance to team members while serving as an escalation point for the operation’s customer issues and complaints
• Offers guidance to the management team in such areas as real time operational performance, ensuring that service level targets are achieved as set by the business
• Recommends improvements in business processes and ensures optimal resource utilization and audit compliant administrative process and strategy
• Monitor and evaluate performance of the team, rewarding behaviors and/or performance when appropriate as well as addressing performance and behavioral issues as they arise
• Trains, provides direction, and enforces policies and standards to help the staff achieve departmental goals and objectives
• Two plus years sales or service experience
• Strong understanding of customer service experience
• Must be self-directed, detail oriented, positive attitude, driven, able to work independently in a team-oriented and fast paced environment
• Associates or Bachelor’s degree or equivalent military experience
• Customer service management experience
• Lead a team of Customer Service
• Manage the growth of the service and resource
• Proactively develop the capability of the team
• Bachelor’s degree from an accredited university or college,
• Minimum 5 years of experience in Service Management, ERP
• Sourcing operations experience (supplier record management
• Leadership skills to facilitate meetings, create executive
• Manage team work flow by distributing duties and updating responsibilities when needed
• Assist supervisor with coaching, training, account maintenance, and follow ups
• Conduct call monitors as needed for each customer service representative
• Answer questions related to processes
• Initiate ways to improve team moral in a call center environment
• Assist supervisor in coaching and employee development as it relates to the representatives job duties
• Answer inbound phone calls from internal and external clients
• Fluent in English to native level, additional language skills is desirable but not essential
• Excellent written and verbal communication skills are vital
• Knowledge and a keen interest of both sports and entertainment programing
• Proven experience as call center supervisor or similar supervisory position
• Minimum of 2 years proven customer support and computer helpdesk experience is essential
• Call Center experience is essential with previous experience managing diverse and vibrant teams
• Outstanding team player with the ability to connect and build a rapport with team members from other departments to drive issue resolution
• Can simplify complex terms or mechanisms in order for customers to understand
• Problem determination and analytical skills are critical to success
• Willing to work a variety of different shifts across a given week. This may include afternoons, evenings, weekends and holidays
• Good time management skills
• Bachelor’s degree preferred but not required
• Analyse and interpret data from ticketing system, CRM, call logging software and customer satisfaction surveys
• Solid organisational skills, sets priorities, establishes objectives/milestones, schedules activities effectively, and attends meetings prepared and ready to discuss open issues
• A minimum of 2-year administrative and 1-year management experience, preferably within Regus
• Excellent customer service skills including clear communication, fast responses, quick thinking
• Highly competent in objection handling
• Team builder. Recognises the importance of the team
• Familiarity with basic accounting principles and practices
• Knowledge of CRM system an advantage
• Willingness to go beyond the job description to meet business goals
• Delivers budgeted store sales profits (P&L); controls shrink, expenses and labor
• Analyzes and measures department business trends; develops and implements plans to maximize operations/customer experience while meeting or exceeding goals/objectives. (e.g. cash handling, check-stand utilization, speed standards, opening/closing procedures.)
• Plans, organizes, directs and controls all front end activities and operations
• Discusses weekly/period store sales, labor projections, customer satisfaction, cashier speed and safety metrics with department team
• Proactively plans to ensure customer assistance and other service needs throughout the store are handled in an appropriate manner
• Understands and oversees compliance with all applicable regulatory requirements, state and federal laws, company policies and procedures
• Implements company/store initiatives. Creates a Customer-Centric culture by recruiting, selecting and training team members who are passionate about food, serving and connecting with others
• Role models best practices and performance standards consistently (e.g. works all front-end positions as needed)
• Engages team members by bringing The Raley’s Way to life through inspiration and communication to include department goals, objectives, policies and procedures
• Establishes a high-performing team through effective department scheduling, efficient task assignment, recognition, fun, performance management and accountability. This includes feedback, documentation and performance evaluations
• Empowers team members to provide a memorable customer experience through helpful knowledge, friendly service and a caring approach; monitors and coaches team’s performance through reporting and customer feedback
• Identifies and develops department team members to leadership positions
• Recognizes and seeks opportunities for continuous learning to gain understandings, front end skills and knowledge
• Maintains knowledge of current company policies and procedures to include front-end best practices and standards
• 1 year or more of retail experience
• Exceptional leadership skills; excellent interpersonal and communication skills
• Ability to successfully delegate and develop store team members
• Strong merchandising skills; demonstrated ability to merchandise to the demographics of the store
• Ability to champion new ideas and initiatives
• Ability to understand and assess the P&L and other store reports
• Strong financial planning skills with a focus on longterm strategy
• Ability to operate a basic office equipment and related software including a personal computer, copier, fax, and telephone
• Demonstrated abilities in problem solving and conflict resolution

IT Customer Service Team Leader Resume Examples & Samples

• Day-to-day leadership of your team, supervising workload and performance, monitoring call traffic and allocating tasks as appropriate
• Managing the team in relation to KPI’s and SLA’s
• Coaching and mentoring team members to encourage personal development and career progression, identifying and addressing knowledge gaps and up-skilling where necessary to ensure the highest levels of service and quality
• HR related duties to include approving and recording of absence / lateness / sickness / holidays; dealing with new starters; completing probationary and performance reviews
• Acting as a point of escalation for internal and external customer escalated issues within the team
• Working closely with the other department and business partners to ensure consistency and process delivery is achieved as effectively as possible
• Participation in several IT and Business related projects
• End-to-end process coordination and optimalization
• Higher education (university or college)
• 2 - 3 years of relevant experience (Team Leader, Team Manager, Team Coordinator)
• General hardware and software knowledge, IT system, tool and application knowledge
• The ability to multi-task, organise and prioritise workload effectively to meet the demands of the business and delight the customers
• Ability to demonstrate excellent interpersonal skills, to inspire, motivate and lead a team
• Customer oriented approach is a must
• Understanding of continuous improvement methods, ITIL v3 Foundation certificate or knowledge
• Advanced English knowledge (at least upper-intermediate)
• Good problem identification and problem solving skills
• The ability to deal effectively with customer complaints, acting as an escalation point
• Good team member

Customer Service Team Leader, NZ & Specialist Resume Examples & Samples

• To lead the team ensuring consistent delivery of customer service excellence for the ANZ Lubricants business within nominated KPI measures whilst adhering to policy and procedures
• Build and maintain relationships with key business stakeholders by identifying opportunities for continual process improvement
• Identify issues affecting the team, escalate as appropriate and assist with the implementation of long term solutions
• Direct leadership accountabilities: Ensure staff have up to date My Plans, & performance reviews as per company schedule including 70:20:10 development plans aligned to their My Profile
• Regular 1:1; Team meetings/communications; management of performance, aligned to the delivery of key performance indicators, and quality customer service
• Ensure there is compliance and adherence to GBS/BP HSSE policies
• Define & implement continuous improvement for team core activities including relationships, accurate and timely order management & query turnaround time in accordance with current KPI measures
• Develop opportunities in conjunction of Team Coach to improve knowledge & performance, through training, process improvements and shared learning's to challenge and enhance existing standards
• Monitor key performance metrics and indicators to ensure delivery of customer service excellence
• EDI & e Nabler order management through cost effective transactions
• Including queries and system outages
• At least 3 - 5 years experience in a leadership role
• Business awareness and commercial judgement including strong relationship management & communications skills
• Self motivated ,excellent organisational/time management skills
• Understanding of continuous improvement methodologies and strong problem solving skills
• Demonstrated focus on HSSE requirements
• Experience in stakeholder management & influencing outcomes
• Experience in coaching and leading a team
• Advanced IT skills, MS office, Databases, JDE & Siebel knowledge desirable
• Supervision of the order fulfillment management process including order entry, customer attention and order tracking
• Manage performance of the CS team members, including coordinating hiring processes and executing effective performance reviews
• Promote the profitable anticipation and satisfaction of customer needs working close to the CS team members and commercial team
• Coach CS team members to advance our Company Culture as well as to be connected to the CS team Mission of continuous improvement of service level to customers and to advance in productivity gain and talent management
• Responsible to measure KPIs and to apply gained knowledge to lead profitable actions to improve service and order fulfillment process efficiency
• Monitor the system to identify Delivery creation failures. Determine root cause and correct or refer to user who can troubleshoot/resolve issue
• Manage the resolution of product availability issues including: execution of product allocation including set-up and maintenance of allocation in the system, frame the alternatives and ensure timely decisions at the required DOA to resolve availability issues, communicate decisions and ensure execution across the supply chain (Supply Chain, Customer Service and Logistics)
• Manage a portfolio of key customer accounts and be responsible for order fulfilment from receipt of purchase orders to billing processing on an excellent manner such that sales orders are entered in CRM, shipments processed and proper paperwork is released in a timely and accurate manner so that customer needs are met
• Manage customer accounts within CRM; requesting new accounts to be established through INVISTA Credit and review/update existing accounts with new ship to locations, new contact person, extensions to other INVISTA entities, address changes upon commercial and/or customer requests and manage customer returns, debits, credits, etc
• Resolve customer issues as lead investigator for assigned order fulfillment complaints which could include initial review of documentation discrepancies or shipping issues and engage additional resources as needed to resolve
• Interface with supply chain planners and logistic team to help minimize costs associations with product transitions and/or movement through key issues
• Develop assigned customer accounts by working closely with the commercial team to ensure frequent, accurate and effective communication
• Understand and maintain customer interactions and inquiries in CRM keeping all the customer knowledge within the system
• Support and partner with field sales and technical service personnel in their efforts to sell strategic offerings and maximize account penetration by identifying sales
• Bachelor's Degree in Business, Supply Chain, or a closely related discipline from an accredited college / university
• Minimum of 5 years of customer service or business experience
• Minimum of 1 year of supervisory experience
• Minimum of 1 year of experience using pivot tables in Excel
• Experience with SAP SD module and / or SAP CRM or similar ERP
• Bachelor's Degree in Business or Supply Chain
• Customer service or business
• Manage reporting of weekly Tracking Reports including: X-Date, Cross sell and Account Renewal Review activity of service staff reporting to the regional VP. Also monitor activities in AMS360 for quality control utilizing Calabrio. Monitoring and gauge utilization of ProTrac
• Analyzing data from Allegiance software after PL Retail surveys are concluded. Responsible for outbound contact of detractors for Allegiance/NPS Surveys and follow through update in AMS
• Manages Book Roll projects and associated client communications and administrative tasks. Responsible for participating in special projects as requested by management, which may include, but is not limited to, carrier projects and assisting with strategic planning
• Provide Flood coverage sales and customer service support through agency Flood Unit. Handle all walk in clients for policy sales and service requests when ISS or R & R team member are unavailable
• Performs Upsell and Cross Sell tasks. Conducts Renewal reviews as directed by management to speak with a targeted customer base determined by a set number or risk level
• First level support of personal lines clients needing management assistance. Remarket and Rewrite requests as well as pro-active R & R for MPIUA and Non-Renewal carrier requests. Non-Renewal Remarket and rewrite requests
• Manage attendance of service staff reporting to Regional Assistant VP. Float to offices within region as requested by VP to ensure staffing levels
• High School diploma required
• 10+ years insurance agency experience is required / 7+ years’ experience at EIG
• MA Property and Casualty Brokers License is required
• Knowledge of AMS360 or other agency systems required
• Strong knowledge of personal lines products offered through the agency within the state of Massachusetts as well as associated laws and requirements of government agencies
• Excellent computer knowledge and proficiency with Microsoft Office products such as Outlook, Excel and Word are required

Home Energy Customer Service Team Leader Resume Examples & Samples

• Provide excellent customer service through the delivery of easy to use accessible services and ensure quality outcomes for customers
• Support the delivery of an effective and efficient operational service
• Ensure adherence to key metrics linked to maximising productivity, improved quality and KPIs
• To implement an effective and robust performance management framework to improve quality and productivity; driving performance through achieving targets and personal achievements
• Act as a point of escalation for Advisors to manage more complex enquiries
• Provide clear effective leadership to inspire, motivate and empower team members to deliver excellent customer service
• Assist in the recruitment, training and ongoing development of team members
• Identify skill requirements to fulfil key tasks and ensure team members are able to manage enquiries across all customer contact channels to maximise productivity
• Facilitate regular communications and embed team working through team meetings and engagement activities
• Measure and manage adherence against key metrics, KPIs and associated outcomes at an individual and team level
• Ensure effective performance management and development of team, undertaking formal meetings via the ENGIE performance management and disciplinary process where required
• Understand and utilise statistical information to: identify trends, manage individual performance, ensure productivity, identify cost reductions and prevent failure demand
• Manage escalated enquiries, complaints and feedbacks ensuring these are resolved at first point of contact, where possible, or escalates through agreed processes
• Maintaining personal development, training and awareness and take personal responsibility for own development by highlighting any gaps to the relevant manager
• Support and deputise for the Operations Manager when required
• Act in accordance with ENGIE’s Safety, Health & Equal Opportunities (SHEQ) policies and ensure compliance with all ENGIE policies and procedures
• Working closely with the operations manager contributes to budgetary management of the service and ensure administrative processes are undertaken
• Able to develop positive relationships with a range of people including key stakeholders, customers and clients
• Liaise with internal and external customers to maintain positive relationships, identify areas for improvement and share feedback
• Contributes to the delivery of excellent customer experience
• Contributes to the efficient delivery of services
• Contributes to growth opportunities and acts as an ambassador for Customer Service across the business
• Good general education with a minimum of 4 GCSE at grade C or above including Maths and English, or the equivalent, and/or relevant experience
• Evidence of continual professional development
• Good literacy, numeracy and ICT skills
• Possesses a recognised Customer Service qualification e.g. NVQ or ICS
• Possesses a Coaching or Management qualification
• Leading a team of Customer Service Representatives, working in a fast paced, target driven environment; developing and motivating the team to deliver excellent customer service whilst achieving the departmental targets and KPI's
• Manage the team’s workflow to include incoming and outgoing calls, emails and social media responses
• Create an environment of high performing professionals – to coach, develop and motivate individuals and the team to achieve the highest standards
• To evaluate and highlight any potential areas of improvement and apply preventative planning to resolve
• Motivate and energise the team
• Provide feedback to the team following call observations to ensure developmental plans for representatives are implemented
• Assure ongoing compliance with quality and industry regulatory requirements
• Comply with all company policies and procedures
• Carry out any other duties as reasonably required by the management
• Education – A minimum of an Associates (AA/AS) degree in a technical or related field or equivalent work experience
• Experience – A minimum of 4 years in Branch or Operations Management, inside/outside sales, plus a thorough knowledge of the distribution industry and KIT products
• A minimum of 2 years of demonstrated leadership abilities, training and supervisory experience required
• Prior Collections experience preferred
• Knowledge of legal processes related to litigation
• Prior experience managing teams is preferred
• Ability to coach and provide meaningful feedback to employees
• Understanding of regulatory/legal landscape related to collections litigation
• Ability to work with audit, compliance and regulatory constituencies to manage work in accordance with established procedures and relevant regulations and laws
• High School diploma and a minimum of one year customer service at Pactiv
• BA/BS degree preferred
• SAP experience required
• Demonstrated ability to train and manage a team
• Experience with managing customer service projects
• Exhibits leadership qualities, including the ability to lead, motivate, and mentor others
• To lead the Customer Service team ensuring consistent delivery of customer service excellence for the ANZ Lubricants business within nominated KPI measures and adherence to policy and procedures
• Proactively build and maintain relationships with key business stakeholders by identifying opportunities for continual process improvement
• Lead and live our values and behaviours ,ensuring identification of issues affecting the team, escalate as appropriate and assist with the implementation of long term solutions to minimise customer impact
• Direct leadership accountabilities; Ensure staff have up to date My Plans, conduct performance reviews as per company schedule including 70:20:10 development plans aligned to their My Profile or role requirements
• Regular 1:1 discussions & Team meetings which include communication & management of performance , values and behaviour aligned to the delivery of key performance indicators and quality customer service
• Define & implement continuous improvement for team activities including relationships, accurate and timely order management & query turnaround time in accordance with current KPI measures
• Ensure timely and effective business & customer communications
• Develop opportunities in conjunction of Team Coach to improve knowledge & performance, through training, process improvements and shared learnings to challenge and enhance existing standards
• Ensure the Team Coach regularly reviews training requirements across the O2F Lubes team and provides quality assurance feedback for inbound customer service calls
• Foster positive working relationships with teams across GBS ANZ/Asia and Lubes Sales Managers
• Ensure utilisation of Siebel and adherence to Issue Resolution procedure
• Provide support to the team during peak periods or absenteeism actioning inbound orders & calls
• Demonstrated experience in a customer service environment
• Self motivated,excellent organisational & time management skills
• Demonstrated capability in problem solving techniques
• Understanding of continuous improvement methodologies
• Experience in motivating others
• JDE & Siebel system experience preferred
• Support the After Sales Manager & Customer Relations Manager in meeting or exceeding profit and loss objectives through effective and efficient staff scheduling to manage our resources and provide excellent service to our customers
• Support IKEA’s Customer Promise to make it a living reality throughout the whole store
• Enhance our employee engagement by supporting the development and coaching of Customer Relations co-workers to ensure they meet the expectations outlined in their Key Tasks
• Maintain service areas in "shape as new", consistently clean, organized and ensure shopping tools are always available throughout the store to meet IKEA Commercial Review standards
• Partner with Safety & Loss Prevention to ensure policies, proper procedures, and audits are adhered to as well as inventory control procedures
• Support the After Sales Manager & Customer Relations Manager to develop cross-trained, empowered co-workers who make decisions to benefit both the customer and store
• Execute annual action plan for Customer Relations to maintain key figure goals and hourly budgets
• Contribute as a member of the Services leadership team and lead the Co-workers
• Assume responsibility for other tasks and projects as they occur
• You’re an experienced leader and confident decision-maker with a commitment to delivering consistently outstanding customer service for both IKEA’s customers and your fellow co-workers
• Demonstrate exceptional communication and relationship-building skills
• Ability to prioritise and organise work and the work of others in order to make the most efficient use of the time available, including planning of staffing needs
• Attention-to-detail with good analytical and problem-solving skills
• A passion for sharing your knowledge
• Retail supervisory experience a must (experience inside IKEA and completion of our internal training programs will be highly regarded)
• Proficiency with MS Office and using software relating to cash handling and scheduling will also be highly regarded
• Team Leadership
• Order to Cash process flow
• Master Data Administration – item, price, customer, supplier
• Customer satisfaction
• Cross functional team relationship management
• Standard Operational Process compliance
• Promotion and follow up on CS strategy
• Participation on improvement initiatives
• Provides functional customer service, order management and leadership supporting our Commercial channel
• Supervises a select group of customer service representatives
• Creates, manages and monitors teams’ daily / weekly metrics on their MDI [managing for daily improvement] board
• Coaches team on continuous improvement; hosts RIEs [rapid improvement events] where appropriate. Able to develop counter-measures when metrics do not meet intended service levels and use 9 step problem solving experience
• Interacts with key stakeholders directly; able to facilitate communications and build rapport and trust
• Review reports from OBI and take appropriate action with the team or on your own
• Responsible for ensuring all team members are appropriately trained to provide superior service and support
• Supports GSM / DM in achievement of Departmental Sales, Gross Margin, Inventory Shrinkage and Payroll Goals
• Provide daily direction to the associates within the department
• Prepare to-do / Task lists

HP CS Tl-customer Service Team Leader Resume Examples & Samples

• Maximise collections efficiency and minimise bad debt exposure, managing the process and controls in relation to reducing overdue debt and manage risk
• Assisting with the delivery of the Credit Management strategy to improve collections performance, reduce operating costs and deliver an improved service for customers
• Analyse ledger data and activity and take the necessary action to maximise settlement
• Manage individual performance against key metrics
• Ensure compliance with company credit policies, procedures and relevant regulations
• Support, guide and proactively manage the operational team in driving Haven Power forward as a leading customer service provider within the SME electricity industry
• Drive and Motivate team members to deliver against core objectives through the consistent application of 121 reviews and personal development coaching
• Manage attendance with particular attention to monitoring sickness and addressing potential work related issues contributing to lack of attendance/team performance
• Produce timely, accurate management information on all aspects of team performance
• Keep staff fully informed of major business issues and establish an effective two-way communication channel
• Co-ordinate team workflow reprioritising workloads as necessary to ensure all critical activity is completed on a consistent basis
• Regularly evaluate the consistency of application of current operating procedures within the team implementing corrective action where applicable to ensure compliance with procedures in place
• Periodically assess the skill set of team members and highlight areas of development with Learning and Development with clear action to address gaps identified and support career progression
• Key influencer with highly effective negotiation and communication skills
• Financially astute with commercial acumen and attention to detail
• Good understanding of best practise debt recovery and cash collection techniques to maximise the early collection of cash from our customers and minimise bad debt
• Ability to identify and develop opportunities to maximise cash flow and improve financial performance
• An aptitude for people management with the ability to motivate and drive performance on a consistent basis
• Ability to address areas of underperformance demonstrating a capability of handling difficult conversations
• A basic understanding of the Electricity industry
• An understanding of the regulatory environment that governs the Electricity Industry
• A proven ability to deliver through others through the application of influencing and negotiation technique
• Strong team player, able to work effectively as a member of the management team sharing working methods to enhance overall performance of the operational floor
• Driven and enthusiastic individual, persistent in their approach to delivering against agreed business objectives
• Proven ability to effectively plan and organise in the short, medium and long term
• Extensive knowledge of Microsoft Word, Excel and PowerPoint
• Associate's degree (A. A.) or equivalent from two-year college or technical school
• Or Six months to one year related experience and/or training
• Or equivalent combination of education and experience
• Speaking in front of groups of employees and customers
• Resolving customer and employee concerns efficiently and accurately
• Proficient with Microsoft® Word, Excel, Outlook and PowerPoint software applications
• Ability to navigate on web based applications and Pella software
• Lead a team of Customer Service Representatives responsible for resolving incomplete test requisition forms
• Proactively adjust workflow to insure inbound, outbound and VIP needs are met
• Address escalated client and patient concerns
• Act as the liaison between laboratory accessioning and customer service
• Provide weekly KPI reports to the Customer Service Manager and Sales Operations team
• Deliver both onboarding and ongoing training as needed
• Resolve routine customer requests with products or services via inbound, outbound calls, or the Internet
• Speak with customers in a courteous, friendly, and professional manner using protocol procedures
• Inquire, clarify, and confirm customer requirements and understanding of the solution. Provide additional customer education as needed
• Support field operations in maintaining support services for improved patient access to the Sequenom Laboratories' portfolio of tests
• Perform administrative support for medical record management, CRM data maintenance, and internal records to assure HIPAA compliance
• Ensuring full service carryout for all customers as policy dictates
• Maintaining a friendly selling approach to customers that is in line with commitment to the Meijer Friendly program
• Overseeing and ensuring prompt, efficient and accurate check out of customers
• Developing and implementing solutions for problems and issues that will arise on the front-end
• Maintaining productive, clean, organized, well-stocked front-end operation within stated guidelines
• Exhibiting, training, ensuring and enforcing proper scanning and bagging procedures
• Controlling and minimizing inventory shrinkage ensuring proper register procedures, properly recording sales and following (checkpoint) electronic article surveillance procedures
• Managing the cashier performance reporting process and coach/discipline team members
• Communicating all price discrepancies to the Freshness and Pricing Manager
• Ensuring the execution of proper training to all team members regarding company policies/procedures
• Ensuring compliance with all federal and state regulations regarding governmental programs
• Maintaining company standards regarding the parking lot and exterior of the location, including trash receptacles, sidewalk area and entryway areas
• Proper training of all new front-end team members regarding all company policies, procedures and programs regarding front-end operations
• Enforcing dress code and grooming standards to Meijer policy
• Writing and managing the front-end schedules in order to achieve first class service levels while achieving expense control objectives
• Oral and written communication/language and mathematical skills
• Speak clearly and persuasively in positive or negative situations
• Listen and gets clarification; Responds well to questions
• Write clearly and informatively
• Present numerical data effectively
• Carry out supervisory responsibilities in accordance with Meijer polices and applicable laws
• Must have the ability to lift up to 50 lbs
• Must have the ability to read and interpret documents such as department manual
• Must have the ability to write routine reports and correspondence
• Must have the ability to calculate figures and amounts as discounts, interest, commissions, proportion, and percentages
• Make self-available to staff; assist with developing subordinates' skills and encouraging growth
• Continually works to improve supervisory skills
• Ability to prioritize work tasks, multi-task, and maintain focus
• Contribute to building a positive team spirit
• Show respect and sensitivity for cultural differences
• Promote a harassment-free environment
• Accept responsibility for own actions
• Align work with strategic goals
• Ability to communicate effectively with customers
• Work within approved budget
• Contribute to profits and revenue

Commercial Customer Service Team Leader Resume Examples & Samples

• Three to five years of operations experience in the financial services industry
• Two or more years of supervisory/management experience
• Thorough knowledge of operation functions, systems, policies and procedures for the assigned area
• Strong organizational, managerial and project management skills
• Thorough knowledge of banking operations and human resources
• Manage the team to deliver a first class customer service
• Control the recruitment, development and coaching of individuals
• Monitor individual and team performance against agreed KPIs and implement appropriate action through support, training and coaching
• To be positive and professional and create a ‘can do’ team spirit which delivers a friendly and helpful service to all customers
• Manage escalated in-depth and difficult issues to achieve an agreed outcome
• Suggest and implement continuous improvements to remove the root cause for customers to contact CHEP and to reduce process lead time
• Build meaningful and supportive relationships with people across all levels both internally and externally through effective communication
• Drive commitment for the vision of customer services across the department and the business
• At least 18 months experience in your current role
• At least 4 years experience in a customer service environment
• Supervisory experience
• Ability to make decisions under pressure
• Ability to initiate & accept change
• Excellent time and task management skills
• Knowledge of CHEP systems (Siebel, SAP, BW, Filenet, Portfolio)
• Customer service experience (5+ years)
• Proven experience in coaching and leading a team (3-5 years)
• Educated to A Level standard or equivalent
• High Level of IT proficiency in Microsoft packages
• Strong English and Italian language knowledge

Related Job Titles

• Customer Service Lead Resume Example

Resume Examples

• Common Tasks & Responsibilities
• Top Hard & Soft Skills
• Action Verbs & Keywords
• Resume FAQs
• Similar Resumes

Common Responsibilities Listed on Customer Service Lead Resumes:

• Manage and lead a team of customer service representatives
• Develop and implement customer service policies and procedures
• Monitor and analyze customer service metrics to identify areas for improvement
• Train and coach customer service representatives on best practices and customer service skills
• Handle escalated customer complaints and issues
• Collaborate with other departments to ensure a seamless customer experience
• Conduct performance evaluations and provide feedback to team members
• Develop and maintain relationships with key customers and stakeholders
• Stay up-to-date on industry trends and best practices in customer service
• Lead special projects and initiatives to improve customer service and satisfaction.

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Customer Service Lead Resume Example:

• Successfully designed and implemented a customer service strategy that resulted in a 25% increase in customer satisfaction scores within a year.
• Recruited, trained, and managed a team of 8 customer service agents, resulting in a 50% decrease in customer complaints and a 75% increase in customer retention rates.
• Developed and managed customer service initiatives and policies to deliver an efficient and effective customer experience, successfully reducing customer complaints and increasing customer loyalty by +15%.
• Achieved customer service excellence and established an employee-focused culture by training, mentoring, and setting objectives for customer service staff and providing timely feedback on the quality of service and productivity metrics.
• Revamped the customer service policy manual, resulting in a streamlined customer service process and a 35% reduction in call handle time.
• Conducted regular customer surveys to gather customer feedback and insights, resulting in the development of new customer success initiatives and a 30% increase in customer loyalty.
• Tracked and analyzed customer service data, resulting in the identification of key areas for improvement and the implementation of new processes and systems, leading to a 20% increase in overall customer satisfaction.
• Designed and implemented a customer success program that helped retain customers and improve customer loyalty, resulting in a 40% decrease in customer churn rate
• Oversaw daily operations of the customer service department, ensuring quality customer service and a 100% compliance with customer service standards
• Monitored customer service trends and best practices and recommended changes to customer service policies, resulting in the implementation of new technologies and processes, leading to a 15% improvement in overall customer satisfaction scores
• Proven customer service leadership
• Exceptional conflict resolution skills
• Strong problem-solving and analytical capabilities
• Excellent communication, negotiation and interpersonal skills
• Ability to manage customer expectations and complaints
• Demonstrated ability to implement customer service initiatives
• Experience using automated billing systems
• Adept in training and mentoring customer service staff
• Ability to motivate staff and improve customer satisfaction
• Knowledge of quality management system standards and protocols
• Skilled in developing and enforcing customer service policies
• Proficient in developing and monitoring customer service metrics
• Thorough understanding of customer service trends and best practices
• Communication

Top Skills & Keywords for Customer Service Lead Resumes:

Hard skills.

• Customer Service Management
• Call Center Operations
• Complaint Resolution
• Quality Assurance and Control
• Performance Metrics Analysis
• Team Management and Leadership
• Training and Development
• Process Improvement
• Data Analysis and Reporting
• CRM Software Management
• Conflict Resolution
• Project Management

Soft Skills

• Leadership and Team Management
• Communication and Interpersonal Skills
• Collaboration and Cross-Functional Coordination
• Problem Solving and Critical Thinking
• Adaptability and Flexibility
• Time Management and Prioritization
• Empathy and Customer-Centric Mindset
• Decision Making and Strategic Planning
• Conflict Resolution and Negotiation
• Coaching and Mentoring
• Active Listening and Feedback Incorporation
• Emotional Intelligence and Relationship Building

Resume Action Verbs for Customer Service Leads:

• Coordinated
• Streamlined
• Facilitated
• Implemented
• Collaborated
• Prioritized
• Communicated

Generate Your Resume Summary

Resume FAQs for Customer Service Leads:

How long should i make my customer service lead resume, what is the best way to format a customer service lead resume, which keywords are important to highlight in a customer service lead resume, how should i write my resume if i have no experience as a customer service lead, compare your customer service lead resume to a job description:.

• Identify opportunities to further tailor your resume to the Customer Service Lead job
• Improve your keyword usage to align your experience and skills with the position
• Uncover and address potential gaps in your resume that may be important to the hiring manager

Complete the steps below to generate your free resume analysis.

Related Resumes for Customer Service Leads:

Customer service specialist, customer service associate, customer service coordinator, customer service executive, customer care manager, customer service representative, customer support specialist, customer service manager.

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• Resume Examples
• Customer Service
• Customer Service Team Leader

Customer Service Team Leader resume examples

A modern resume example for a Customer Service Team Leader position. Based on the best resume writing practices.

• No experience
• Specialized

Average Customer Service Team Leader Salary

What is the pay by experience level for customer service team leader, career paths.

Explore the most common career paths for Customer Service Team Leader. Thickness and color of lines indicates popularity of movement from one job to the next. Visit our career path planner to research other job paths.

• Customer Service Supervisor View salaries
• Customer Service Representative (CSR) View salaries
• Customer Service Manager View salaries

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Professional guidelines and advice for a productive Customer Service Team Leader job resume.

To guarantee the favorable outcome of your Customer Service Team Leader resume, the best advice is to include job-relevant facts from your professional track record in Customer Service, systematize them in an unambiguous presentation, introducing action verbs and a sensible objective. See the examples included on our website to be sure you follow your desired career path.

Dominant Key Skills and Action Verbs for Customer Service Team Leader

To accentuate your skill sets and working experience gained in the Customer Service, it's necessary to outline the outcomes of your work. To help make the outline appear a lot more alive and captivating, recruiting professionals advise applying action expressions. Regarding a Customer Service Team Leader, we highly recommend bearing in mind these words and phrases: client relationship management, product knowledge, customer retention.

Key Skills & Proficiencies

Action verbs, customer service team leader resume phrases to use.

What makes a highly effective CV to obtain a Customer Service Team Leader role? Definitely, past experience is a great thing to have, but a lot of company owners will not even look at your application without certain crucial phrases and terminology. Think of implementing several of these in your resume: guest complaint resolution, enterprise resource planning (erp), payroll processing.

Phrases To Use

Best customer service team leader resume objective examples.

To ensure the most beneficial outcome when you are making an application to become a Customer Service Team Leader and presenting your resume, it's good to analyze the curriculum vitae twice and figure out if you have integrated an objective statement to the paper's top. Defining your skills and qualifications in Customer Service will allow HR experts to quickly appreciate your practical experience.

How To Use Resume Examples To Create A Job-winning Resume

Introduction.

It is no longer news that you need to submit a professional resume if you want to improve your chances of getting the job you crave. In this article, you will find out how resume examples can help you with this challenging task. Over the years, statistics have shown that many job seekers find the act of resume writing difficult. Creating resumes that can win you the job you desire can be challenging, especially if you are writing your first resume. However, thanks to the emergence of information technology, you can now say goodbye to the struggles that come with crafting a resume from scratch. Now, there are a wide variety of tested and proven job-winning online resume samples on different resume builders available for you to choose from. This makes it much easier for you to write resumes that will convince hiring managers to give you the job. As you keep reading this article, you will find answers to the following questions:

• What are Resume Examples?

How do I create my own resume with Resume Examples?

How do professional resume examples work, why do we suggest using resume examples, what are the things i should pay attention to when searching for a resume example, can i edit resume examples according to my needs.

Let's get right into the details!

What are Resume Samples?

As the name implies, they are ideal examples of what resumes in different industries look like. For instance, they provide you with suitable resume structures and recommended details to include in your resume. Additionally, they also show you the most effective way to portray your skills and experience to your potential employer. With the aid of these samples, you can create your resume faster and boost your chances of getting the job that you crave. This is why we have gone all out to show you how you can use them to edge out your competition (other job seekers). You will also discover some key details about resumes. Read on!

If you want to prove to your potential employers that you are the perfect fit for a vacant position, you need to create a perfect resume or cover letter. However, there is good news. You don't need to rack your brain to write a job-winning resume. All you have to do is visit a reliable online resume builder, follow a few simple steps, and best. These resume builders give you access to many ideal examples of industry-related resumes you can easily refer to when creating yours. Resume samples provide you with the perfect guide you need to craft a readable and relevant resume. Here is how you can use them to create your own resume:

• Choose samples with resume formats suitable for a specific job or industry.
• Observe how the names and contact information are included and follow suit
• Include your resume objective or summary, following the pattern
• Take a look at how the skills are highlighted and do the same
• Get keywords from the sample and use them in your own resume
• Mention your education using the structure in the example
• Pay attention to the font style and use the same when creating your resume
• Make sure you proofread your resume to confirm if it aligns with the sample you used

After doing this, you can rest assured that you have created a professional resume.

Before explaining how these examples work, let's clear air. They should not be mistaken for resume templates that are ready-made document format designed to help job-seekers portray their career achievements, skills, education, and work experience to their potential employers in an organized and attractive way. Now, the purpose of an example is to provide you with sufficient context, general best practices, and insight on what a resume for a specific industry looks like. Once you have an idea about how writing a specific or targeted resume works, you can improve the way you write your resume. This is how they work in helping you achieve your goals of writing a job-winning resume.

Here's why we recommend you use them:

• Makes writing a top-notch resume Easier

Most of them are written by resume experts

• Helps you to avoid the mistakes most job seekers make

Saves you time

Makes writing a top-notch resume easier.

Writing a professional resume is easier when you use a resume example. It's no longer a hidden secret that some job seekers know little to nothing about creating a resume or cover letter. If you fall under this category, that's no problem at all. Not everyone is great at putting words on paper. So, don't feel bad because you struggle with this aspect. It isn't all doom and gloom.

Here's what you can do to make things better:

Look for samples of resumes related to the industry or position you are applying for and use them as a guide when writing yours. This will improve your ability to write a job-winning resume quickly.

When you use them, you are simply following a laid-down blueprint on the right way to write a resume suitable for any industry. This is because the options you will find on resume builders are crafted by resume experts. These experts possess vast knowledge about the do's and don'ts when it comes to writing a resume. They understand perfectly well what hiring managers look out for when they screen job resumes. For this reason, they ensure that the examples they make available to you on the resume builders are easy to read and well-formatted. They make it possible for you to draw the attention of any employer to your skills, experiences, and accomplishments. You can be sure that writer's block is a thing of the past when you use them as your guide. And the best part is this — you will be able to create a resume that will leave a lasting impression on your potential employers.

Helps you to avoid the mistakes that most job seekers make

One way to avoid the mistakes that most job seekers make is to use a guide for writing resumes. According to experts' opinions, most job seekers make spelling and grammatical errors. In the eyes of your potential employers, these mistakes are red flags that can prevent you from getting the job you crave. Using examples to create your own resume can help you cut out mistakes because you need to pay attention to every detail. By doing this, you can avoid the errors your competitors will likely make in their resumes. This gives you the upper hand.

Writing a resume from scratch takes a lot of time. But it gets better when you use samples because you get to save yourself a few minutes or hours of brain-racking. All you have to do is find a resume ideal for the industry of your choosing and use it to your advantage. Besides saving you time, you won't need to go through as much stress as you would have if you had to start from scratch.

Making a decision to use examples when crafting your resume is one step in the right direction. But before you settle for an example, here are a few things you should consider during your search:

• Ensure they are industry-related resume
• The resume format (Chronological, Functional, or Combination Resume Format). Make sure it is the perfect fit for the position you are applying for.

When it comes to resume writing, you control the situation completely. It is up to you to create a great resume that is well-suited to a particular position or industry. You can use this opportunity to transform your previous job experience into a sensation and catch the eye of your potential employers. If you want to pull this off easily, you can edit samples of resumes. The sole purpose of an example is to provide you with the right context required to craft a resume for a certain industry or job title. Every tip, resume format, or phrase you will find is designed to help you target industries specifically and show your worth. It helps you to prove to your employers that you are a professional who understands the demands of a position and the goal of the company. With the aid of this guide, you can easily draw the attention of the company's management to your skills, dedication, knowledge, and expertise. Regardless of the industry, you plan to begin or continue your career in, there is an example available for you to use. This implies that if you want to impress employers in industries like Information Technology, Real Estate Management, Accounting, and many others, there is one for you to edit according to your needs. No one is left out.

Final Words

So far, we have shared with you all you need to know when using these helpful tools to create your resume. It's now up to you to use all we have shown and explained to you to your advantage. Remember, although writing a great resume can be tasking, you can rest assured that if you use samples on industry-related resumes the writing experience will be much easier. We wish you success in your job hunting.

Targeting other Customer Service? See one of our examples:

• Automotive Service Writer
• Grants Manager
• Customer Service Coordinator
• Customer Service Support
• Financial Service Representative
• Customer Experience Manager

Most popular Resume Examples:

Learn from people who have succeeded in their job hunt

• Teaching Assistant
• Unit Secretary
• Bilingual Customer Service Representative
• Guest Service Manager
• Insurance Customer Service Representative
• Banking Customer Service Representative
• Customer Service Professional
• Telecommunications and Wireless

Customer Service Team Leader Resume Samples

A Customer Service Team Leader will support the company’s customer service tasks by overseeing and directing team employees; resolving customer questions /complaints and developing programs and procedures for enhancing productivity and performance. A professional Customer Service Team Leader Resume describes the following core tasks and duties – managing the team of customer service personnel; proving direct customer support; reviewing and resolving escalated issues ; evaluating team members’ performance levels; identifying opportunities to enhance internal processes, and training new hires.

Companies typically hire candidates with the following skills and abilities – excellent customer service skills; team-leading traits; experience with employee evaluation; conflict resolution skills; strong written and verbal communication skills; and knowledge of operating CRM software and other relevant tools of the trade. While this role doesn’t demand any formal qualification, employees tend to have at least a high school diploma or a GED.

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• Customer Service
• Customer Service Team Leader

Customer Service Team Leader Resume

Summary : Uniquely creative and flourishing firm has an immediate position available for a professional with a passion for people to promote our clients brands.

Skills : Licensed Health insurance producer in the state of Tennessee.

Description :

• Supervised others and provide on-the-job training.
• Answered customers' questions, and provide information on procedures or policies.
• Assisted customers by providing information and resolving their complaints.
• Managed staff, prepared work schedules and assigned specific duties.
• Acquired, distributed and stored supplies.
• Monitored checkout stations to ensure that they have adequate cash available and that they are staffed appropriately.
• Received payment by cash, check, credit cards, vouchers, or automatic debits.

Sr. Customer Service Team Leader Resume

Summary : Accomplished Administrative assistant offering 15 years of administrative experience reporting to a Director of Customer Service and other top Administrators. Excellent communication, interpersonal and organizational skills and established a good working relationship with executives and employees as part of team to ensure high levels of service to management and to ensure customer satisfaction.

Skills : Customer Service Experience, Call Center Experience, Retail Experience, Management Experience, Leasing Experience.

• Received, reviewed, and input data regarding endoscope repair quotes and purchase orders into SAP.
• Identified units to be repaired in SAP.
• Downloaded reports for all completed repaired units.
• Reviewed all documents attached in SAP.
• Shipped units to customers and provided invoices.
• Answered incoming customer calls.
• Called customers with repairs pending with approval on a daily basis and updated database.

Jr. Customer Service Team Leader Resume

Objective : Identifies system and workflow improvements to enhance the team's efficiency Provide direction the team to ensure customer service calls are answered .

Skills : Microsoft Office, Customer Service, Receptionist.

• Directly supervised and coordinated activities of retail sales workers in an establishment or department.
• Provided customer service by greeting and assisting customers, and responding to customer inquiries and complaints.
• Directed and supervised employees engaged in sales, inventory-taking, reconciling cash receipts, or in performing services for customers.
• Monitored sales activities to ensure that customers receive satisfactory service and quality goods.
• Instructed staff on how to handle difficult and complicated sales.
• Hired, trained, and evaluated personnel in sales or marketing establishments, promoting or firing workers when appropriate.
• Assigned employees to specific duties.

Customer Service Team Leader III Resume

Headline : To obtain a position as an Administrative Assistant, where can utilize many years of administrative experience.

Skills : Customer Oriented, Active Listening, Credit.

• Described product to customers and accurately explained details and care of merchandise.
• Politely assisted customers in person and via telephone.
• Bagged sold merchandise per customer's request.
• Investigated and resolved customer inquiries and complaints in a timely and empathetic manner.
• Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems on the spot.
• Monitored cash drawers in multiple checkout stations to ensure adequate cash supply.
• Recommended alternative items if product was out of stock.

Customer Service Team Leader II Resume

Objective : Seeking a challenging career that utilizes skills in area of competence and enriches knowledge, and gives a chance to be part of a team that contributes towards the growth the organization, thereby yielding the twin benefits of job satisfaction and convenient professional growth.

Skills : Attention To Detail, Microsoft Office Suite, Data Entry, Keyboarding, Customer Service, Organized.

• Served customers by providing product and service information.
• Resolved product and service problems.
• Worked with potential customers by answering product and service questions; suggesting information about other products and services.
• Opened customer accounts by recording account information.
• Maintained customer records by updating account information.
• Resolved product or service problems by clarifying the customer's complaint.
• Determinined the cause of the problem; selecting and explaining the best solution to solve the problem.
• Recommend potential products or services to management by collecting customer information and analyzing customer needs.
• Contributed to team effort by accomplishing related results as needed.

Customer Service Team Leader I Resume

Summary : To secure a challenging position either for the winter months OR year round working from home in the sales and customer service areas of a company requiring a top-performing and creative leader with over 20 years excellent strong customer service focus, presentation skills and consultative approach to business and team development.

Skills : Medical Coding, Medical Billing, Training & Development, Management , 10 Key By Touch, Quality Control.

• Enforced correct billing coding practices.
• Helped to integrate StrataCare Medbill processing software in onshore and offshore centers.
• Contributed to introducing Guidewire claims processing software throughout the Property and Casualty division.
• Maintained exemplary customer service practices.
• Ensured that customers' and providers' queries are answered accurately, thoroughly, and cordially.
• Guided customer service representatives in analyzing and resolving complaints raised by customers and providers.
• Recruited, trained, coached, and evaluated representatives.

Assistant Customer Service Team Leader Resume

Summary : Identified potential shoplifters and alerted management. Completed all point of sale opening and closing procedures, including counting the contents of the cash register.

Skills : HS Diploma, Microsoft Office Suite, Computer Savvy, Call Center Environment, Customer Service, Phone.

• Communicated with other departments and management to resolve problems and expedite work.
• Observed and evaluated workers' performance.
• Planed and developed improved procedures.
• Attended company meetings to exchange product information and coordinate work activities with other departments.
• Helped workers in resolving problems and completing work.
• Prepared, maintained, and submited reports and recorded, such as budgets and operational and personnel reports.
• Monitored sales staff performance to ensure that goals are met.

Associate Customer Service Team Leader Resume

Headline : Provide premier customer service by assisting with the customers needs Front end Coordinator of cashiers and front service clerks Weekly payroll and .

Skills : Customer Service, Administrative Assistant.

• Lead, motivated and managed team to meet individual and department goals.
• Reviewed and discussed errors, provided coaching moments as needed.
• Ensured each team member is aware of current and upcoming policies and procedures.
• Effectively managed the Performance of the team.
• Provided action plans for attendance and under performance goals.
• Recognized the team for outstanding performance.
• Able to perform work related duties as assigned, within a timely manner.

Summary : To obtain a customer service role in fast paced environment, where managing, leading and assuming responsibilities of all customer care activities and services, will ensure that the organization's goals and objectives are exceeded.

Skills : Reporting , Administrative Writing , Microsoft Office , Managing Processes, Organization.

• Assistant supervisory position for 50 csr's training via side by side and quality call guidelines for all reps.
• Taught new hire classes.
• Handled all customer service escalated calls.
• Dispatched technicians out to homes and businesses for installations and repairs.
• Learned all and every aspect of quality customer service.
• Took away the respect for bothering the customer and the employee.

Objective : Self- starting, goal-oriented strategist whose confidence, perseverance and vision promote success. - Proficient in the use of various software packages including Microsoft Word. - Professional demeanor. - Pleasant speaking voice - Organized and efficient. - Fluent in Spanish.

Skills : Microsoft Excel, Microsoft Word, Spreadsheets, Etc.

• Trained and supervised 6 customer service members and achieved significant improvements in their productivity.
• Handled complex service orders and hostile customers.
• Monitered service calls to observe employees demeanor, technical accuracy and - conformity to company policies.
• Recommended corrective action to address customer complaints.
• Solicited recommendations from subordinates on ways to improve efficiency.
• Instructed employees on company policies, systems and routines for handling customer service requests, following prescribed training program.
• Discussed problems and suggested techniques for improvement.
• Conferred with department managers on employee performance following training.
• Conferred with subordinates and other supervisors to recommend changes in order to avoid recurring customer complaints.

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Customer Service Team Leader Resume Sample

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Work Experience

• Primary point of contact responsible for tactical matters, such as operational activities, customer prioritization towards GBU’s
• Define and develop key performance indicators (KPIs) to track and measure overall performance in collaboration with GBU’s and for the own department
• Develop a team environment that supports continuous improvements & promotes Eaton’s goals and philosophy
• Ensure that all activities meet with Eaton’s HSS requirements
• Excellent English and Italian OR French skills
• Attend cross functional meetings representing CS in the absence of Customer Service Manager ANZ
• Attend cross functional events to support growth in business opportunity
• Ensure timely closure of Customer complaints, Service Improvement Requests and VOC detractors with quality response
• Any other customer complaint related issues to improve our NPS score
• Support IKEA’s Customer Promise to make it a living reality throughout the whole store
• Facilitate effective and efficient communication in the Customer Service Centre and work with the team in order to resolve customer service issues
• Provision of customer service of the highest quality
• Handle day to day team management issues including operations, employee relations development
• Update and inform management of relevant performance changes in a timely fashion
• To work as part of a team, under the direction of the Service Managers, to ensure we meet internal and external regulatory or statutory requirements and deliver high levels of customer service
• Create, maintain and foster a professional image at all times for self and team
• Manage a customer service team with complex process management and business interactions
• Monitor and review day-to-day operational performance, ensure meeting the KPI’s and management goals to meet customer and stakeholder expectations. Plan and implement corrective actions whenever necessary
• Lead and review operational performance for the team regularly against the defined objectives and plan corrective actions accordingly to ensure the organizations timely delivery of high quality customer services in accordance with the Service Level Agreements, relevant processes and policies ensuring high level customer experience
• Provide relevant support and proactively interface with internal partners and stakeholders as required to resolve escalations and queries
• Ensure the team is compliant with internal SOX and SOD regulations
• Run and analyse relevant reports, review the operational performance of the team on a regular basis to ensure performance as per agreed service levels, key management metrics and goals and plan corrective action accordingly. Support operational updates to GBS and business management where applicable
• Proactively identify areas of process and quality improvement and raise those to the relevant stakeholders and process owners
• Ensure Global Process Standards are embedded and adhered to in day-to-day operations
• Develop and maintain strong working relationships with key partners within the organisation, customers and external service providers to ensure related issues are dealt with in a timely and effective manner

Professional Skills

• Excellent communication and interpersonal skills and strong verbal and professional telephone skills
• Strong people management skills and proven experience in coaching and leading a team
• Excellent multi-tasking skills, strong attention to detail and ability to handle changing priorities with a sense of urgency
• Excellent interpersonal skills are essential, including oral and written communication skills
• Excellent telephone manner, with strong communication and interpersonal skills
• Computer Skills to include Word, Excel and Power point· Presentation skills
• Demonstrates Leadership Qualities such as: managing conflict, coaching, counseling and critical thinking skills

How to write Customer Service Team Leader Resume

Customer Service Team Leader role is responsible for customer, leadership, microsoft, excel, english, word, interpersonal, training, performance, computer. To write great resume for customer service team leader job, your resume must include:

• Your contact information
• Work experience
• Skill listing

Contact Information For Customer Service Team Leader Resume

The section contact information is important in your customer service team leader resume. The recruiter has to be able to contact you ASAP if they like to offer you the job. This is why you need to provide your:

• First and last name
• Telephone number

Work Experience in Your Customer Service Team Leader Resume

The section work experience is an essential part of your customer service team leader resume. It’s the one thing the recruiter really cares about and pays the most attention to. This section, however, is not just a list of your previous customer service team leader responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular customer service team leader position you're applying to. The work experience section should be the detailed summary of your latest 3 or 4 positions.

Representative Customer Service Team Leader resume experience can include:

• Excellent communication skills and a proven ability to develop strong relationships
• Solid and proven leadership skills
• Excellent computer skills including working knowledge of MS Excel, Word and Outlook
• Models strong inter-personal skills in communicating with the customer and instils this ethos into the team
• Customer service experience with advanced skills including the ability to assist irate calls in a calm and professional manner
• Strong decision-making and utilization of company resource skills required

Education on a Customer Service Team Leader Resume

Make sure to make education a priority on your customer service team leader resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your customer service team leader experience. For example, if you have a Ph.D in Neuroscience and a Master's in the same sphere, just list your Ph.D. Besides the doctorate, Master’s degrees go next, followed by Bachelor’s and finally, Associate’s degree.

Additional details to include:

• School you graduated from
• Major/ minor
• Year of graduation
• Location of school

These are the four additional pieces of information you should mention when listing your education on your resume.

Professional Skills in Customer Service Team Leader Resume

When listing skills on your customer service team leader resume, remember always to be honest about your level of ability. Include the Skills section after experience.

Present the most important skills in your resume, there's a list of typical customer service team leader skills:

• Proven ability to achieve numerous goals in a timely manner, exercising good judgment and sound decision-making skills
• Has excellent communication skills, tailoring the message to the audience using the most appropriate communication method to ensure understanding
• Experience of effectively leading and training teams
• Excellent communication, presentation and networking skills with an ability to tailor approach to the different levels in the organisation
• Good interpersonal and communication skills to relate well to customers, employees, and peers
• Excellent communication skills and a customer oriented approach

List of Typical Experience For a Customer Service Team Leader Resume

Experience for home energy customer service team leader resume.

• Demonstrated success in customer service. PC skills with Windows based programming
• Excellent Customer Service/ Account Management skills ideally within a manufacturing environment
• Facilitating presentations at department level to improve specific knowledge and skills
• Proactively identifying those challenges faced by the team on a regular basis, and managing those using appropriate tools and skills
• Supports and effectively participates in actively communicating the department’s objectives on a regular basis to staff
• Ensures all employees have an understanding of all updates and communications. Effectively manages the team through changes
• Manage work distribution tools to ensure SLA’s are met whilst applying a performance management model effectively
• Proven track record of managing teams with contact centre operations experience ideally within the industry

Experience For HP CS Tl-customer Service Team Leader Resume

• Proficient SAP knowledge and experience, with a strong understanding of the Order-to-Cash functionality
• Fluent in English and Swedish, speaking and written skills
• Possesses and effectively utilizes knowledge of current policies and procedures within the Call Center
• Experience in a foreign MNC is a strong advantage
• Demonstrated ability to work with minimal supervision to achieve excellent customer and employee satisfaction

Experience For Customer Service Team Leader, NZ & Specialist Resume

• Make presentations to stakeholders and communicate effectively in a diverse multicultural environment
• Proficient skills in Microsoft Word, Excel and Power Point and general PC navigation
• Driving and owning multiple projects with the objective to optimize the workload, cross-function processes and most importantly to keep a strong & happy team
• Working knowledge of NHBC Buildmark conditions and contractual knowledge is essential along with a good level of commercial awareness
• Experience of leading, managing and coaching a team in a Contact Centre environment
• Experience of successfully moving people through the lifecycle of recruitment, training and on-going development
• Proven track-record of understanding and delivering customer needs within a fast paced service industry

Experience For IT Customer Service Team Leader Resume

• Experience in developing high performing teams and individuals
• Call listening and ensuring customer service is to an excellent standard
• A skilled and engaging leader, able to define and communicate goals and expectations
• Able to manage competing priorities, workloads, and activities to achieve multiple project objectives
• Ensure effectiveness of call center equipment & systems. Including identification of issues and escalation for resolution, to maintain continuity of business
• Demonstrable experience of providing specialist or supervisory support within a contact centre / retail environment

Experience For Potential Customer Service Team Leader Resume

• Passionate about delivering a sensational, luxury customer experience
• Demonstrates initiative through proactive approach in developing people and processes
• Evidence of taking responsibility
• Responsible for driving excellent Customer Service across all channels and all markets
• Experience managing external partners
• Supply Chain: understanding and utilise to improve customer experience

Experience For Customer Service Team Leader VIC Resume

• Manage and forecast workload trends and ensure staffing and skill levels are set appropriately
• Ensures all employees receive effective, consistent coaching sessions
• Provides direction and guidance to less experienced team members and recognizes and recommends areas needing improvement
• Maintain strong working knowledge of company’s brands, systems, process and procedures to be able to provide daily support and guidance to the employees
• Monitor the queue and priorities of jobs coming through and liaise with contract management to achieve best case outcomes
• Experience of working with computerised document management system
• Generate, develop and present ideas and suggestions for improvements in order to achieve more effective working practises

Experience For Customer Service Team Leader WA Resume

• An excellent communicator in your language to help build working relationships with a variety of colleagues
• At least 6 months of experience in a customer service organization supporting complex products and high value clients through phone, email, and/or webchat
• Strong understanding of SAP and SFDC
• Experience in supporting the delivery of projects or initiatives
• Experience of liaising with an internal distribution department to ensure delivery of the product to the customer would be an advantage
• Experience of using an in-house database and MS Office packages is essential
• Experience in plastics\polymers or manufacturing industry

Experience For Commercial Customer Service Team Leader Resume

• Experience in, or understanding of the health sector
• Experience of working in the New Homes industry, within a Customer Services capacity
• Competent using MS Office software and SAP experience is preferable
• Experience in leading through change
• Experience in improving processes
• Strong drive within a changing environment (require to be both open to change and to implement changes)
• Prior success leading inside sales projects

Experience For Mortgage Banking Customer Service Team Leader Resume

• Or Six months to one-year related experience and/or training
• Experience in conducting 1-1's within the team
• Experience of undertaking a team leader role and supervisory responsibilities, in a customer service environment
• Experience of working with the Domestic energy market
• Experience of using a range of associated business systems e.g. Contact Management Relationship Management system, Workforce Management

Experience For Ccb-customer Service Team Leader Resume

• Experience working within a facilities organisation
• Proven record of providing exceptional customer service solutions
• Experience of supporting project work, activities and continuous improvements
• Proven ability to positively influence outcomes, coach and facilitate team interaction, and drive success
• Skilled in leading change and change management initiatives
• Preferable experience in a regulated industry where adherence to a quality system and processes has been mandatory

List of Typical Skills For a Customer Service Team Leader Resume

Skills for home energy customer service team leader resume.

• Excellent communication and interpersonal skills, with a real focus on delivering great service every day
• Strong communication skills in both English + Any other European language
• Strong communication, leadership and task management skills
• Strong customer service orientation, ability to work effectively with our customers through collaboration and work with all levels of the organization
• Excellent people skills - assertive but not aggressive, diplomatic and customer oriented
• Has effective written and oral communication skills
• Assist with recruiting, scheduling, coaching, training, and performance management as needed to develop an effective team with a strong customer focus
• Data analysis skills. Logical thinking and understanding of scientific methods for data acquisition and the ability to discover key issues quickly
• Proven experience in coaching and leading a team (2-4 years)

Skills For HP CS Tl-customer Service Team Leader Resume

• Proven experience in coaching and leading a team (2-5 years)
• Equivalent work experience or banking working experience is preferable
• Experience with complaints handling is a strong preference
• Proficient in the use of Spreadsheets, word-processing and associated office IT Skills
• Manage Centre performance throughout the shift, ensuring workloads, resources and staff are effectively managed

Skills For Customer Service Team Leader, NZ & Specialist Resume

• Intermediate to advanced level of computer skills including ERP systems and the Microsoft Office Suite
• Highly developed organisation and problem solving skills
• Complaint handling/conflict resolution skills
• Proven knowledge or training experience in insurance industry
• Demonstrate a strong understanding of customers’ needs / behaviours

Skills For IT Customer Service Team Leader Resume

• Confident communication skills required
• Oral and written communication skills with ability to explain complex ideas at
• Demonstrated experience in supervising and/or managing a team in a highly interactive customer focused environment
• Skills to manage small team
• Leadership skills to motivate and develop others
• Sound analytical skills and ability focus on detail

Skills For Potential Customer Service Team Leader Resume

• Perform quality processes - email, procedures, phone skills
• Leadership skills to coach, train and mentor workgroup employees
• Able to effectively work independently and with a team
• Effectively analyze data and take action
• Management– Able to effectively manage a team of circa 10 people

Skills For Customer Service Team Leader VIC Resume

• Assigning and reviewing work of assigned employees including scheduling and prioritizing
• Working knowledge and experience of using SAP
• Supervising and supporting your team to deliver an effective day to day service
• Providing strategic direction for the Customer Service function, consolidating relationships with both internal and external stakeholders
• Leading the team to make the customer experience memorable
• Servicing Customers / Commercial experience
• Identifying opportunities to improve sales and processes through your effective and successful team
• Completes tasks meeting deadlines through the careful scheduling of resources, adapting and utilising resources in the most effective way

Skills For Customer Service Team Leader WA Resume

• Coaches the team to understand customer problem solving activities, including refresher training and upskilling if required
• Lead operational effectiveness through leadership in developing, implementing and monitoring policy, procedures and performance metrics
• Understands the importance of coaching, mentoring, motivation and performance management and experience in applying the core principals
• Create and contribute to a strong TL/TM community by actively attending team meetings, supporting your peers and covering workload in their absence
• The effective planning and utilisation using standard times and scheduling tool to aid the completion of all PPMs within the month
• Highly customer focused with experience of inspiring, coaching and co-ordinating a team in a commercial customer service environment

Skills For Commercial Customer Service Team Leader Resume

• Experience in building teams: from operational perspective (distributing activities) to creating team culture/spirit
• Familiar with working with consumer data, with a strong understanding of the associated legislation
• Work under pressure to meet deadlines and conflicting priorities whilst considering the wider team
• Experience of coaching and mentoring to ensure the highest levels of performance and customer service
• Experience of dealing with and resolving a variety of customer service enquiries
• Experience of leading and motivating a team, preferably within a call centre/helpdesk/customer service environment
• Have good commercial awareness, identifying risks and opportunities and communicating them to the relevant departments

Skills For Mortgage Banking Customer Service Team Leader Resume

• Excellent working knowledge of Microsoft Office Products including Excel, Word, PowerPoint and Outlook
• Responsible for achieving employee and stakeholder satisfaction through effective people leadership and coaching
• Previous experience working with call center systems and reporting
• Drive improvements in customer experience within own team and co-ordinating cross department, focusing on Net Promoter Score and right first time
• Proven ability in communicating and implementing targeted improvements
• Relevant experience in a Planning role using business in-house systems together with Microsoft packages
• Extensive experience of providing outstanding customer service within B2C and B2B operations
• Comfortable working to deadlines and strong decision making abilities
• Prior success working with cross-functional teams, including those outside of the department

Skills For Ccb-customer Service Team Leader Resume

• A strong interest in developing and implementing SOPs
• Experience in this or surrounding functions
• Experience building a new customer service delivery team
• Experience creating a support model for a newly launched
• Has the natural ability to motivate and energise others to achieve. Experienced in leading a team to achieve excellence, in a performance driven environment
• Schedule work and implement work assignment adjustments to meet changing work priorities and ensure goal fulfilment
• Performance and quality management experience including previous team management

List of Typical Responsibilities For a Customer Service Team Leader Resume

Responsibilities for home energy customer service team leader resume.

• Strong analytical skills with the ability to create and deliver SLA’s and KPI’s
• Excellent (written and verbal) communication skills
• Proven experience of leading a customer service organization
• Demonstrate extensive experience of providing a high level of customer care for both internal and external customers
• Able to demonstrate strong leadership traits
• To manage to appropriate policies, procedures, and service standards and ensure these are effectively adhered to consistently by all the team
• Demonstrated experience in management of workflow across different channels (telephony / email etc)
• Strong SAP experience & proficient in use of Microsoft office tools
• Demonstrated sound leadership qualities and/or people management experience

Responsibilities For HP CS Tl-customer Service Team Leader Resume

• Demonstrated ability to provide effective feedback
• Demonstrated ability to build effective relationships internal and external
• Being results orientated and experience of high volume operations
• Good understanding of demand planning processes and their impact on customer supply
• Experience of working in Hungary or of working with Hungarian customers is desirable

Responsibilities For Customer Service Team Leader, NZ & Specialist Resume

• Develop effective working relationships with peers in legal & customer service
• Experience in a customer service environment, preferably with exposure to working in cross functional teams or projects
• Try to demonstrate outstanding leadership behaviors
• Be involved in the planning of daily work-streams to ensure customer experience is kept high and all service levels are obtained
• Ideally, we are looking for someone with SAP, Customer Service and Leadership experience
• Develop excellent relationships with all key contacts and encourage your team to do the same by creating platforms to collaborate
• The ability to set appropriate objectives, manage good performance and attendance as well as undertaking 1-2-1’s with direct reports to support this

Responsibilities For IT Customer Service Team Leader Resume

• Demonstrable experience of working as a Team Lead or Supervisor in a fast paced, high volume business such as a contact centre or BPO
• Experience of working within a customer service environment with a focus on quality
• Strong coaching & feedback expertise
• Experience of working within a customer orientated commercial environment
• Good working knowledge of employment legislation and best practice
• Experience of delivering related services in a diverse organisation
• Experience of providing detailed and timely advice
• Experience of delivering to customer service targets within a complex environment

Responsibilities For Potential Customer Service Team Leader Resume

• Experience supporting applications in a web environment, corporate intranets and
• Previous medical billing or receivables experience
• Experience of managing people would be an advantage
• Previous experience of using an ERP system such as QAD or SAP
• Works well under pressure and able to manage with minimal supervision demonstrating good judgment and initiative
• Experience with Microsoft Suite including: Word, Excel, PowerPoint, and Outlook or
• Good program solving schools
• Previous experience with GBS and relevant process understanding is an advantage
• Experience translating strategy into action

Responsibilities For Customer Service Team Leader VIC Resume

• Provides timely information the team needs to know to do their job and feel good about being a member of the team
• Experience managing a team of employees preferably in a contact center environment
• Working experience preferably in Customer Service area
• Experience of working in a multi-contact centre environment
• Experience in a supervisory or management within contact center industry
• Previous experience within a multinational company is of a great advantage
• Recommend new and/or improved, SOP’s that support the staff’s effective execution of their day job
• Experience in People Management or Operational Management is essential

Responsibilities For Customer Service Team Leader WA Resume

• Demonstrates breadth and depth in use and application of analytics principles, tools and methodologies (quantitative & qualitative)
• Production of the required reports and analysis to evidence the delivery of the service
• Support commercial team with excellent communications
• Experience in a customer service role required
• Strong and resilient character with the ability to manage confrontation situations and potentially difficult scenarios
• Implement and enforce company policies, procedures, and priorities
• Troubleshoot major issues which impact customer delivery and satisfaction & develop effective Root Cause Analysis & implement corrective actions

Responsibilities For Commercial Customer Service Team Leader Resume

• Champion a culture that demonstrates emotional engagement and empathy
• Proven ability to work in a very dynamic, fast-paced entrepreneurial organisation from your own initiative
• Ensure effective and efficient communication between all teams
• Experience with emails, inbound and outbound calls, chat and Social Media
• Strong knowledge of CRM systems
• Experience in Transportation/ Supply Chain/Logistics related but not limited to
• Effective time management and logical approach
• To work as part of an integrated management team to provide efficient and effective service

Responsibilities For Mortgage Banking Customer Service Team Leader Resume

• Ensure that all customer contacts are dealt with in a confident manner, in line with agreed processes, taking ownership to ensure effective resolution
• Intermediate to advance skill level of Microsoft Word and Excel
• Previous experience as a contact center team leader ideal
• Bilingual in English and Canadian French, written and spoken, strongly desired, but not required
• Experience of Coaching and Development within a team
• Experience of delivering change management initiatives and continuous improvement capabilities

Responsibilities For Ccb-customer Service Team Leader Resume

• Works well and able to deliver under a fast-paced environment and with conflicting priorities
• Preparation of reports and metrics on team management to ensure effective productivity and resolution rates
• Customer Services experience in a Supervisor or Managerial capacity
• Strong Influencer and able to collaborate at all levels
• Devise improvement plans and reporting for key stakeholders on customer experience
• To provide robust and effective people and team management to enable their team to meet and exceed targets and expectations
• To work within an integrated management structure in order to provide efficient and effective overall service
• Supervise, evaluate and improve the effectiveness of Customer Services contact center functions
• Handles escalated and unresolved calls from less experienced representatives

Related to Customer Service Team Leader Resume Samples

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Top 18 Customer Service Resume Objective Examples

Updated July 20, 2023 14 min read

A resume objective is a short statement of purpose at the top of your resume that outlines your career goals and aspirations. It should be tailored to the specific customer service position you are applying for and should demonstrate why you are the best fit for the job. When writing a resume objective, focus on what you can bring to the organization and how your skills and experience make you a valuable asset. For example, if applying for a customer service role, you may write: “To utilize my five years of customer service experience to deliver exceptional support and foster long-term relationships with customers.” Additionally, mention any relevant certifications or qualifications such as “Certified Customer Service Professional (CCSP)” or “Proficient in Microsoft Office Suite.” With these tips in mind, you will be able to create an effective resume objective that makes you stand out from other applicants.

or download as PDF

Top 18 Customer Service Resume Objective Samples

• To obtain a customer service position in a challenging and professional environment that will allow me to utilize my skills and experience.
• To secure a customer service role in an organization where I can use my excellent communication and problem-solving skills to contribute to the growth of the company.
• To leverage my strong interpersonal and organizational abilities in a customer service role.
• Seeking a customer service position with an opportunity to develop new skills while utilizing existing ones.
• To obtain a customer service position that will enable me to use my exceptional communication and problem-solving skills.
• To secure a customer service role that allows me to interact with customers, build relationships, and provide superior quality of service.
• Seeking an entry-level customer service role where I can apply my knowledge of customer relations and problem-solving techniques.
• Aiming for a challenging customer service position where I can demonstrate my excellent interpersonal skills and ability to resolve complex issues quickly.
• To acquire a customer service job which offers the opportunity to learn new technologies while utilizing existing ones.
• Desiring an entry-level position in the field of customer service, where I can utilize my communication, organizational, and problem-solving skills.
• Looking for an opportunity as a Customer Service Representative that would enable me to use my knowledge of sales strategies, product information, and client relations management.
• Motivated individual seeking a Customer Service Representative role that allows me to utilize my strong communication and interpersonal skills while providing exceptional support services.
• Eager to join an organization as a Customer Service Representative where I can utilize my excellent communication, organizational, and problem-solving skills for the benefit of the company’s clients.
• Aiming for an entry-level Customer Service Representative role that allows me to make use of my extensive knowledge about sales strategies, product information, client relations management, etc., for the betterment of the company’s clients’ satisfaction levels.
• Looking for an opportunity as a Customer Service Representative wherein I can make use of my strong interpersonal abilities along with prior experience in handling customers’ queries efficiently.
• Searching for an entry level position as a Customer Service Representative wherein I could apply my knowledge about sales strategies, product information, client relations management etc., while providing superior quality services at all times.
• Pursuing an opportunity as a Customer Service Representative wherein I could effectively employ my exceptional communication abilities along with prior experience in resolving complex issues quickly without any hassle or delay.
• Applying for the post of Customer Service Representative with the aim of using exceptional organizational capabilities combined with prior experience in providing prompt solutions related to customers' queries or complaints efficiently

How to Write a Customer Service Resume Objective

A resume objective is an important part of any customer service professional’s resume. It should provide employers with a brief overview of the candidate’s qualifications and goals, highlighting why the applicant is a good fit for the job. Writing an effective customer service resume objective requires careful thought and planning.

When crafting a customer service resume objective, it is important to include relevant keywords that will help your application stand out from other applicants. Include words like “customer service,” “client relations,” “communication skills,” and “problem-solving” to demonstrate your knowledge in the field. You should also include any other skills or qualifications that make you well-suited for the position.

In addition to including pertinent keywords, your customer service resume objective should be concise and to the point. Employers are likely to have dozens of resumes to review and don’t want to spend time reading long-winded objectives. Keep it short and sweet – two or three sentences at most – and use clear language that gets straight to the point.

Your customer service resume objective should also emphasize your career goals and explain how you hope to contribute to the company if hired. For example, focus on how you plan to exceed customers’ expectations by providing them with outstanding service or how you intend to develop innovative solutions for difficult problems. This section should be tailored according to each individual job posting so that employers can quickly identify how your skills match their needs.

Finally, make sure your customer service resume objective includes action verbs such as “manage,” “coordinate,” or “develop" so that employers can easily see what kind of work you are capable of doing in the role. By taking these steps into consideration when writing a customer service resume objective, you can create an impressive statement that will help get your foot in the door!

Related : What does a Customer Service do?

Key Skills to Highlight in Your Customer Service Resume Objective

In the competitive field of customer service, it is crucial to showcase your unique skills and abilities that set you apart from other candidates. Your resume objective is the perfect place to highlight these key skills, as it provides potential employers with a snapshot of your capabilities right at the beginning of your resume. This section will guide you through identifying and articulating the most valuable customer service skills to include in your resume objective, enhancing your chances of capturing the attention of hiring managers.

1. Active Listening

Active listening is a crucial skill for a customer service role because it involves fully concentrating, understanding, responding and then remembering what is being said by the customer. This skill ensures that customers feel heard and understood, which in turn leads to better problem-solving and higher customer satisfaction. Including this skill in a resume objective demonstrates to potential employers that you are capable of providing excellent customer service by effectively addressing customers' needs and concerns.

Empathy is a crucial skill for a customer service role because it allows the employee to understand and share the feelings of the customers. This understanding can help in providing tailored solutions and making the customers feel valued and heard. It also aids in building strong relationships with customers, leading to increased customer satisfaction and loyalty. Including empathy in a resume objective shows potential employers that you are capable of connecting with customers on a personal level, which can greatly enhance their experience with the company.

3. Adaptability

Adaptability is a crucial skill for a customer service role as it involves dealing with diverse customers, each with unique needs and issues. The ability to adapt quickly to various situations, adjust strategies, and find solutions can significantly improve customer satisfaction. Including this skill in a resume objective shows potential employers that the candidate is flexible and capable of handling unexpected challenges effectively.

4. Problem-solving

Problem-solving is a crucial skill for a customer service role because it enables the individual to effectively handle and resolve customer issues or complaints. It involves the ability to assess a situation, identify potential solutions, and implement the most effective one. This can lead to increased customer satisfaction and loyalty, which are key objectives in any customer service role. Including problem-solving skills in a resume objective shows potential employers that the candidate is capable of managing difficult situations and ensuring positive outcomes.

5. Zendesk proficiency

Having proficiency in Zendesk demonstrates the ability to effectively manage customer interactions and inquiries. This skill is essential for a customer service role as it showcases the candidate's ability to utilize this popular customer service software to track, prioritize, and solve customer support tickets. It also implies that the candidate has experience in providing timely and efficient solutions to customers, which directly contributes to customer satisfaction and loyalty. Furthermore, it can save training time and resources for the company if they are already using this platform.

6. Salesforce knowledge

Salesforce knowledge is needed for a resume objective in customer service because it demonstrates the candidate's ability to manage customer relationships and interactions effectively. Salesforce is a widely used customer relationship management (CRM) tool that helps businesses track and analyze their communication with prospects, customers, and partners. A candidate with this skill can efficiently handle customer inquiries, complaints, and other interactions, ensuring high levels of customer satisfaction. Additionally, Salesforce provides various features to automate service processes, streamline workflows, and find key articles, topics, and experts to support the customer service team. Therefore, having this skill can significantly enhance a candidate's productivity and effectiveness in a customer service role.

7. Multitasking

A customer service role often involves managing multiple tasks at once, such as handling customer inquiries, processing transactions, and resolving complaints. Multitasking is a crucial skill for this job as it allows the employee to efficiently handle various duties simultaneously without compromising the quality of service. This leads to increased productivity and customer satisfaction. Including this skill in a resume objective shows potential employers that you can effectively manage your time and responsibilities, which is essential in fast-paced work environments.

8. Time management

Time management is crucial for a customer service role as it involves handling multiple tasks simultaneously such as responding to customer inquiries, resolving complaints, and processing orders. Efficient time management ensures that all tasks are completed in a timely manner, leading to increased customer satisfaction. Including this skill in a resume objective demonstrates the ability to prioritize and manage workload effectively, which is highly valued by employers.

9. Interpersonal skills

Interpersonal skills are needed for a customer service resume objective because they demonstrate the ability to effectively communicate, collaborate, and build relationships with customers. These skills are crucial in resolving customer issues, understanding their needs and ensuring their satisfaction which is the core responsibility in a customer service role. A strong set of interpersonal skills can also indicate a candidate's capacity to work well within a team and contribute to a positive working environment.

10. LiveChat expertise

Having LiveChat expertise is crucial for a customer service role as it demonstrates the ability to efficiently handle customer inquiries in real time. This skill is essential in today's digital age where customers expect immediate responses. It also shows proficiency in using modern communication tools, multitasking and problem-solving abilities. Including this skill in a resume objective can make a candidate more appealing to employers looking for efficient and tech-savvy customer service representatives.

In conclusion, the objective section of your customer service resume is a crucial area where you can showcase your key skills and abilities. It's an opportunity to make a strong impression right at the beginning of your resume. By highlighting relevant skills, you demonstrate to potential employers that you are well-equipped for the role and can handle the responsibilities it entails. Remember, this section should be concise, compelling, and tailored specifically to the job you're applying for. The right blend of skills in your objective can significantly enhance your chances of landing a customer service position.

Related : Customer Service Administrator Skills: Definition and Examples

Common Mistakes When Writing a Customer Service Resume Objective

A customer service resume objective is an important part of a resume as it provides employers with a concise and clear summary of the qualifications and experiences that make you an excellent candidate for a customer service position. However, many job seekers make mistakes when crafting their objectives, which can lead to their resumes being overlooked by potential employers. In this essay, we will discuss some of the common mistakes made when writing a customer service resume objective so that you can avoid them in your own resume.

The first mistake many job seekers make when writing their customer service resume objective is using generic language. Generic phrases such as “seeking a challenging role” or “looking for an opportunity to grow professionally” are too broad and do not provide any insight into why you would be a good fit for the job. Instead, focus on specific skills or experiences that make you qualified for the position, such as your experience working with customers in challenging situations or your ability to resolve conflicts quickly and efficiently. This will help employers understand why they should consider you as a candidate.

Another common mistake made when writing a customer service resume objective is failing to align it with the job description. Make sure that your objective reflects the type of role that you are applying for, including any specific skills or qualifications listed in the job description. For example, if the employer is looking for someone with strong communication skills, then include this in your resume objective so they know right away that you have what they need. Additionally, avoid mentioning irrelevant information such as hobbies or interests; instead focus on how your qualifications can benefit the company and ensure its success.

Finally, many job seekers mistakenly include too much information in their customer service resume objective statement. Keep it concise by focusing on only two to three key points about yourself that demonstrate why you are well suited for the position at hand. Anything longer than this may be difficult for employers to read through quickly and could result in them overlooking your application altogether.

By avoiding these common mistakes when writing a customer service resume objective statement, you can ensure that employers understand why you would be an excellent fit for their organization and increase your chances of getting hired!

Related : Customer Service Resume Examples

A right resume objective for a customer service position should focus on emphasizing the applicant's ability to provide excellent customer service, while a wrong resume objective should focus on what the applicant hopes to gain from the position.

Editorial staff

Brenna Goyette

Brenna is a certified professional resume writer, career expert, and the content manager of the ResumeCat team. She has a background in corporate recruiting and human resources and has been writing resumes for over 10 years. Brenna has experience in recruiting for tech, finance, and marketing roles and has a passion for helping people find their dream jobs. She creates expert resources to help job seekers write the best resumes and cover letters, land the job, and succeed in the workplace.

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Customer Service Team Leader Job Description, Key Duties and Responsibilities

This post provides detailed explanation on the customer service team leader job description.

You will understand what the customer service team leader does, in terms of the key duties, tasks, and responsibilities that they perform.

It also presents the major requirements candidates may need to meet to be hired for the customer service team leader role, as well as the salary expectation for the position.

What Does a Customer Service Team Leader Do?

The customer service team leader job description entails providing leadership, training, and supervision for a team of employees.

It also involves ensuring the smooth operation of the company’s Customer Service Department.

A customer service team leader must ensure that any issues are resolved within their department and in a timely manner.

If a problem arises, a customer service team leader can be called upon to go above and beyond what is required in order to resolve the issue.

He/she must produce a customer service plan that clearly states the policies, procedures, and processes which the team will use.

Customer service team leaders test their plans regularly to ensure that they are efficient and effective.

They are flexible enough to deal with any changes and issues as they arise, and to make changes where necessary to ensure that all duties are met.

It is also the duty of the team leader to manage projects, meet deadlines, and input operational information into computer systems as appropriate.

They also negotiate with third-party providers to help improve the operations in relation to quality, cost cutting, or new services.

In some companies, the customer service team leader is not just responsible for the members of their own department, but also other departments, such as accounts, research, marketing, and sales.

They ensure that all new employees are properly trained and inducted into the company’s culture.

A customer service team leader will often be required to familiarize new employees with policies and procedures on health, safety, quality, and security

They are required to attend workshops, seminars, and conferences to keep up to date with developments in customer service and technology.

More on Customer Service Team Leader Job Description

Furthermore, the customer service team leader’s role includes training all members of their team on how to deal with various problems, in terms of complaints, enquiries, and sales.

It is also their responsibility to ensure that due attention is paid to the quality of service provided between staff members, as this acts as a benchmark.

They are also involved in the process of appointing new employees to ensure adequate training and induction is given to them.

Customer service team leaders may be required to hire external consultants or outsourced internal services where necessary.

They must ensure that their staff members are provided with suitable work environment, which encourages a positive health for all and safe working culture.

Part of their job includes liaising with senior managers in their department, other departments, and contractors, to ensure that departments work efficiently.

The customer service team leader’s duties also entails measuring staff performance against quality standards and identifying areas for improvement and/or training.

It also entails being compliant with all relevant health and safety rules and regulations.

The customer service team leader is also responsible for ensuring that all aspects of the Company’s Health and Safety Policy are adhered to.

In addition, they are required to increase efficiency within their department by finding ways to save money, increase productivity, or improve the speed with which they can complete a task.

The customer service team leader has a positive influence on his/her employees as he/she is able to encourage performance, make improvements, and provide support.

It is also part of their responsibilities to work with other departments, such as marketing, on the development or delivery of their services.

They are responsible for aligning the performance objectives of their staff with those of the company.

Customer Service Team Leader Job Description Sample/Example/Template

The customer service team leader job description consists of the following duties, tasks, and responsibilities:

• Provide customer service to customers in a professional manner and ensure that they receive the best possible service
• Ensure that all calls are answered within an appropriate time frame, and that any problems or issues with your account are resolved as quickly as possible
• Follow up on outstanding issues and resolve them promptly
• Maintain a high level of knowledge about company products and services
• Provide feedback and suggestions regarding improvements to company processes and systems
• Attend meetings and other events as required
• Resolve complaints from customers and provide solutions to their queries
• Adhere to company policies and procedures
• Hire, train and motivate staff appropriately
• Align self with the business strategy and objectives
• Manage performance effectively.

Customer Service Team Leader Job Description for Resume

If you are writing a new resume or CV and have worked before in the role of a customer service team leader or are presently working in that position, you can create an effective Professional Experience section for your resume by applying the job description example above.

You can highlight the customer service team leader duties from the above job description example in your resume’s Professional Experience to show that you have been successful in the customer service team leader role.

This can help increase your chances of getting an interview or being hired, especially if the new job that you are applying for requires someone who has some work experience as a customer service team leader.

Customer Service Team Leader Requirements: Skills, Knowledge, and Abilities for Career Success

If you are applying to work as a customer service team leader, here are major requirements you may be asked to meet to be hired:

• A Bachelor of Science degree in Business Administration, Marketing, or in a related subject
• Experience in providing excellent customer service to consumers
• You must be able to communicate your thoughts in a concise and clear manner
• Strong interpersonal skills are essential
• Excellent organizational skills and ability to focus and give attention to detail
• Ability to work independently and take responsibility for your actions
• Strong ability to multi-task and prioritize workloads
• Good communication skills and excellent written and verbal English language skills
• Knowledge of Microsoft Office applications (Word, Excel, and Outlook) are preferred
• Flexibility to travel occasionally.

Customer Service Team Leader Salary

According to Salary.com , the starting income for a customer service team leader ranges from $49,083 to $63,625 per year, with a median starting salary of $55,312.

This post is helpful to individuals interested in the customer service team leader career; they can learn all they need to know about what a customer service team leader does.

It is also useful to recruiters/employers who are looking to hire a competent individual for the customer service team leader role in their companies.

They can apply the customer service team leader job description sample on this page in creating a detailed and effective description for the vacant position, for use in their hiring process.

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