CUSTOMER SERVICE TEAM LEAD SKILLS, EXPERIENCE, AND JOB REQUIREMENTS

Published: September 17, 2024 - The Customer Service Team Lead has experience in a call center setting, particularly in the mortgage lending/servicing industry, with a strong emphasis on project management and workflow optimization. This position possesses superior communication skills in both German and English, coupled with proven abilities in time management, organizational prioritization, and analytical problem-solving. The role demands a dynamic leader capable of building strong team rapport and driving results through effective oversight and strategic execution of daily operations.

Essential Hard and Soft Skills for a Standout Customer Service Team Lead Resume
  • Technical Support Proficiency
  • Data Analysis
  • CRM Software Proficiency
  • Customer Feedback Software
  • Report Generation
  • Call Center Management Systems
  • Email Management Tools
  • Live Chat Technology
  • Problem Resolution Techniques
  • Multitasking Across Platforms
  • Communication
  • Empathy
  • Leadership
  • Teamwork
  • Conflict Resolution
  • Adaptability
  • Active Listening
  • Patience
  • Decision-Making
  • Stress Management

Summary of Customer Service Team Lead Knowledge and Qualifications on Resume

1. BA in Business Administration with 6 years of Experience

  • Proficiency in both Japanese and English
  • Experience in coaching, mentoring, or managing customer support advisors to improve both team performance and customer satisfaction rates.
  • Have a high level of self-awareness and ownership that has resulted in high growth for support teams.
  • Be comfortable working from home and managing remote teams. 
  • Experience successfully managing geographically dispersed support teams.
  • Have managed multiple projects and employees, leading to the growth of regional teams.
  • Have empathy and understand how to build trust and rapport.
  • Be an effective and confident communicator and decision-maker
  • Ability to voice opinions, challenge ideas, and have tough conversations.
  • Be resourceful, self-motivated and comfortable in ambiguity.
  • Have Strong reading, writing, and comprehension skills.
  • Existing knowledge using Shopify.
  • Have the flexibility to work on a rotating schedule with rotating weekends and some holidays.

2. BS in Communication with 5 years of Experience

  • Experience in a contact center, managing a team of at least 10 agents.
  • Good command of written and spoken English
  • Excellent communication and interpersonal skills
  • Good service mind with the ability to handle customer's complaints and inquiry
  • Ability to include demonstrated ability to develop team members
  • Customer service and/or sales experience in a branch environment (B2C)
  • Experience in people and workplace management
  • Excellent customer service skills
  • Capable of prioritizing workload and solving problems
  • Ability to work independently and efficiently with minimal supervision in a high productivity and time-sensitive environment, demonstrating excellent organizational skills.
  • Well-developed decision-making skills, demonstrating flexibility, originality and resourcefulness for creative and innovative solutions in problem solving.
  • Be comfortable and productive working from home.

3. BS in Marketing with 6 years of Experience

  • Experience in a customer service call center environment
  • General knowledge of the mortgage lending/servicing industry
  • Be flexible, and organized and have the ability to manage and prioritize daily assignments
  • Project management skills
  • Analytical with the ability to detect problems in workflow procedures and make recommendations to management to rectify problems or expedite services
  • Excellent verbal and written communication
  • Time Management Skills
  • Native German and fluent English
  • Have organizational skills, capable of prioritizing
  • Experience in customer service, sales, or other related fields
  • Ability to build rapport with a team of employees
  • Ability to prioritize and results results-oriented

4. BA in Human Resources Management with 5 years of Experience

  • Excellent written and verbal communication skills
  • Ability to communicate to a variety of audiences to ensure a clear and concise message.
  • Ability to possess good, basic computer skills.
  • Able to demonstrate proficiency in Microsoft Office
  • Strong computer skills & fast typing skills (most of our customers respond via email or live chat )
  • Strong critical thinking and problem-solving skills.
  • Excellent communication skills, both written and verbal. 
  • Ability to multi-task.
  • Strong follow-through and attention to detail are critical.
  • A sense of urgency and ability to prioritize tasks.
  • Ability to help identify specific products, determine what product a customer is looking for, and help customers navigate our website.
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