Spanish (Mother tongue), Spanish (Fluent), English (Mother tongue), English (Fluent)
At Knockout we strive to provide a work environment that is productive, fun and enjoyable. A strong work ethic, ambition, creativity, versatility, attention to detail and an extremely positive attitude are qualities we value.
We are committed to making sure our employees have a comfortable environment to work where they can expand their individual skill set while contributing to the success of our team.
We’re looking for a Customer Services Team Leader to join our dynamic team of people who are truly committed to giving our customers an excellent experience with us.
ˇ Your primary responsibility is to act as the main point of contact for our Customer Service Agents in order to quickly and effectively resolve day to day escalated customer enquiries
ˇ Set an example to all colleagues on providing an excellent customer experience whenever interacting with customers by email or chat, and on occasion, by phone
ˇ Provide on the job coaching and feedback to all customer service agents where and when appropriate
ˇ Contribute to the maintenance and updating of all customer service manuals and procedures, reporting any changes in policy and product information and ensuring that changes in information reach all relevant persons
ˇ Constantly maintain great customer experiences by means of availability, efficiency, and quality service
ˇ Meet agreed SLA’s and KPI’s
ˇ Deal with complex queries
ˇ Escalate issues via the appropriate channel
ˇ Continuously collaborate with colleagues at all levels to maintain and contribute to growing an outstanding team
ˇ Hold meetings at the change of each shift with updates on new information
ˇ Be a source of encouragement to all customer service agents and someone they look to in terms of setting an example of positive values and high customer ethics
ˇ Take ownership of recruiting of your own team in your own specific market
ˇ Report to Customer Support Manager on issues within daily operations, team or industry
ˇ Possess the ability and confidence to make responsible decisions in the absence of the Customer Service Manager
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