Team Lead

Handling customer complaints, providing appropriate solutions and alternatives within the time limits; following up to ensure resolution, and keeping records of customer interactions are a few of the tasks which a YTA Customer Care Executive can provide. YTA Customer Care Agents are highly qualified, well versed, and have excellent communication and verbal skills. They are capable of working remotely with minimum supervision as they are highly trained and independent.

Team Lead Capabilities:

• Giving constant direction to team members to ensure that all customer inquiries are rightfully attended to on time.
• Creating better modes of operations to make customer service easier for both team members and customers
• Making provision for a change of mode of operation when the existing one isn’t yielding maximum results
• Giving detailed statistical feedback on the performance of team members to the management for staff evaluation and reward purposes
• Observing the performance of team members to identify their strengths and weaknesses and make arrangements to strengthen their loose ends.
• Providing assistance to team members who are experiencing difficulties in the discharge of their duties by putting them through and giving them personal coaching
• Ensuring that all equipment and appliances needed by the customer team members are available and in good condition to enable a smooth flow of operations and customer satisfaction
• Stepping in to attend to customers that are proving difficult to team members and resolve their complaints
• Delegating different customer service duties to team members to ensure a faster and smoother flow of operation through the division of labor
• Creating and implementing work procedures that will enhance the organization and departmental service delivery, operating procedures and standards
• Serving as the middleman between the organization and the customer service team members to ensure smooth communication and settling of grievances that may arise in the course of work.

Team Lead Skills Possessed:

• Proven work experience as an Account Manager, Key Account Manager, Sales Account Manager, Junior Account Manager, or relevant role.
• Demonstrable ability to communicate, present and influence key stakeholders at all levels of an organization, including executive and C-level.
• Solid experience with CRM software (e.g. Salesforce, Zoho CRM or HubSpot) and MS Office (particularly MS Excel).
• Experience delivering client-focused solutions to customer needs.
• Proven ability to juggle multiple account management projects at a time, while maintaining sharp attention to detail.
• Excellent listening, negotiation, and presentation abilities.
• Strong verbal and written communication skills.
• BA/BS degree in Business Administration, Sales, or a relevant field.