Customer Service Lead

Job Summary:

The Customer Service Lead is responsible for leading the customer-facing team in delivering exceptional customer experiences throughout the entire customer journey, from pre-sales consultation to after-sales support and customer retention. This role oversees daily customer interactions, drives sales conversion performance, manages customer escalations, and ensures service excellence across all communication channels. The Customer Service Lead will coach team members to achieve customer satisfaction, sales targets, and retention objectives while continuously improving operational efficiency.

Key Responsibilities:

• Lead, coach, and supervise Customer Service Team to achieve service and sales KPIs.

• Monitor team productivity, quality of customer interactions, and conversion performance.

• Monitor and improve inquiry-to-sales conversion rates.

• Guide team members in consultative selling techniques to effectively recommend suitable products.

• Ensure prompt follow-up with leads and prospective customers.

• Support the team in achieving monthly sales and revenue targets.

• Oversee customer inquiries via platform.

• Handle complex customer complaints and escalations professionally.

• Develop strategies to increase repeat purchases and customer loyalty.

• Monitor customer feedback and identify opportunities to enhance customer experience.

• Build strong customer relationships through proactive engagement and follow-up.

• Analyze customer data and performance metrics to identify trends and opportunities.

Requirements:

• Diploma or degree in Business Administration, Communication, or a related field.

• Minimum 3-5 years of experience in customer service, customer success, telesales, or e-commerce operations.

• At least 1-2 years of team leadership or supervisory experience.

• Strong leadership, coaching, and people management skills.

• Experience with CRM systems, customer service platforms (ManyChats, Meta Business Suite, etc.).

• Strong analytical and problem-solving skills.

• Able to work in a fast-paced, target-driven environment.