Customer Services Lead

Компания "GREEN AND SMART MOBILITY KAZAKHSTAN"

1. Job Purpose

Responsible for managing a team of Customer Service Executives, ensuring daily performance, service quality, and team productivity.

2. Key Responsibilities

1. Team Operations

• Supervise daily activities of CS Executives (Voice/Online).
• Ensure agents meet KPIs (productivity, quality, attendance).
• Monitor real-time performance and take immediate actions.

2. Coaching & Development

• Conduct regular coaching, feedback, and performance reviews.
• Support onboarding and training of new hires.
• Build team capability and service mindset.

3. Quality & Escalation

• Handle first-level escalations from agents.
• Ensure adherence to scripts, SOPs, and service standards.
• Work with QA team to improve quality scores.

4. Reporting

• Prepare daily/weekly team performance reports.
• Highlight risks, issues, and improvement actions.

3. Requirements

• 3–5 years in Customer Service.
• At least 1 year in supervisory role.
• Strong coaching and people management skills.

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