Customer Service Team Leader

Our client, a global aviation company, is recruiting for a Customer Service Team Leader to lead and develop the Customer Service team locally and act as a liaison, provide product/services information and resolve any emerging problems that our customer accounts might face with accuracy and efficiency. Reporting to the Customer Service Manager your duties will include;

• Leading, supervising and mentoring a team of customer service agents in Malta including daily tasks and duties.
• Creating effective CS procedures and standards.
• Creating harmony and building strong relationships internally and with all stakeholders.
• Ensuring excellent service standards, responding efficiently to customer inquiries and maintain high customer satisfaction.
• Identifying and assessing customers’ needs to achieve satisfaction.
• Building sustainable relationships and trust with customer accounts through open and interactive communication.
• Handling customer complaints, providing appropriate solutions and alternatives within the time limits; following up to ensure resolution.
• Keeping records of customer interactions, process customer accounts and file documents.
• Following communication procedures, guidelines and policies.
• Taking the extra mile to engage customers.

• Minimum of 3-5 years’ experience in customer support or as a client service representative
• Ability to be a leader within the company, having proven experience in people management
• Familiarity with ERP/ CRM systems and practices
• Customer orientation and ability to adapt/respond to different types of characters
• Excellent written and verbal communication skills
• Ability to execute on multiple priorities in a fast-paced environment
• Based in Malta

• Minimum requirement: High School Diploma