Operations
MiX North America

Team Lead Client Care

Ref: 53| Posted: 10th Sep 2021

 

Role Overview:

This role requires you to provide guidance, support and supervision to a team of Client Care Specialists. You will create an environment of superior customer service that’s unrivaled in the industry. Working with your team to ensure targets are achieved and monitoring daily operations within the Client Care Team, will be a primary objective for this position. We take customer service very seriously and require a team member who is passionate about it.

Key Responsibilities:

  • Daily monitoring and tracking of team SLAs, KPIs, objectives and workflows
  • Supervise, coordinate and monitor workflow within the team to ensure timelines and customer expectations are met
  • Act as escalation point for customer-related issues by notifying the manager and other staff of critical issues when needed
  • Mentoring, coaching and training your team
  • Evaluate employee performance and identify growth opportunities
  • Together with your Manager, conduct performance discussions
  • Work closely with the Team Lead Technical Support to continuously improve customer service and experience
  • Continuously improve and simplify processes and systems
  • Work with your manager on recruitment, evaluations, and disciplinary matters
  • Manage, coordinate and prepare QBR presentations for customers and attend QBR meetings (if needed)
  • Complete client-specific reporting as required
  • Ensuring all customer accounts are allocated to agents for support.
  • Monitor and assist with customer database audits
  • Perform customer service and support tasks as needed for coverage and to meet SLA’s, KPI’s and objectives
  • Be a product and solution expert and provide adequate training for the team
  • Ticket triage and assignment
  • Perform ad-hoc related duties as assigned by Manager
  • Identifying actions from NPS and CSAT feedback and ensuring completion of those tasks and timely feedback to customers


Education:

Bachelor's or similar degree/qualification

Experience

3+ years of experience in a client services role

Specific Skills:

  • Highly analytical, organized, and patient
  • Ability to successfully interact with Customers
  • Solid presentation skills
  • Technical competence (regarding MiX products & solutions)
  • Knowledge of Hours of Service and ELD regulations
  • Excellent English written and oral communication
  • Expertise in managing client relationships / accounts for technically- complex products and platforms
  • Proven people management and leadership skills

Personal Attributes:

  • Positive, energetic, and ambitious
  • Proactive
  • Organized
  • Motivated, goal-oriented, and solution-focused