Your mission is to provide leadership to the Customer Support Team - Business establishing and maintaining high levels of quality, efficiency and other processes required for an exceptional level of customer support.
The team is the primary point of contact for the Wise customers and forms a large part of the company鈥檚 profile. As such, all enquiries need to be acted upon with competence and professionalism.
It is the primary duty of the Business Customer Support Team Lead to ensure that expectations are clearly set and that members of the team are highly engaged, motivated, armed with all necessary equipment and software, have opportunities to contribute to tactics and strategy, and opportunities to learn and grow.
Here鈥檚 how you鈥檒l be contributing to our Customer Support team:
Ensure that customer service is maintained by:
Collaborating with other departments and leads to ensure customer objectives are met
Ensuring that your team has the required resources, training and knowledge to use them effectively to be able to resolve issues independently in a timely manner
Ensuring a high level of customer focus (internally and externally) with due care and attention to customer priority issues and appropriate levels of customer communications
Maintain a high level of communications within the team internally and externally
Developing and maintaining customer satisfaction measurement metrics
Defining and implementing the procedures and policies to ensure that high-quality service is delivered to customers (both internal and external) and adherence to strict SLA鈥檚
Seeking and providing positive and constructive feedback frequently on all levels