Customer Services - Team Lead

SIAR digital is Hiring

We are looking for a dedicated and experienced Customer Support Team Lead to join our dynamic team. The ideal candidate will have a strong background in customer service, excellent leadership skills, and a passion for helping others. As a Customer Support Team Lead, you will be responsible for overseeing the daily operations of the customer support team, ensuring that our customers receive the highest level of service. You will work closely with other departments to resolve customer issues, develop and implement support strategies, and continuously improve our support processes. If you have any experience in E-commerce industry or in Fashion industry and If you are a motivated individual with a commitment to excellence and a desire to make a positive impact, we encourage you to apply.

Responsibilities

Oversee daily operations of the customer support team.
Ensure high levels of customer satisfaction through excellent service.
Develop and implement support strategies and processes.
Train, mentor, and provide feedback to team members.
Monitor performance metrics and identify areas for improvement.
Collaborate with other departments to resolve customer issues.
Handle escalated customer complaints and provide solutions.
Maintain up-to-date knowledge of company products and services.
Prepare and present regular reports on team performance.
Foster a positive and productive team environment.
Ensure compliance with company policies and procedures.
Identify and address training needs within the team.
Implement and manage customer support tools and technologies.
Conduct regular team meetings and one-on-one sessions.
Develop and maintain customer support documentation.
Assist in the recruitment and onboarding of new team members.
Stay informed about industry trends and best practices.
Manage team schedules and workload distribution.
Coordinate with the quality assurance team to ensure service standards.
Stay up to date and continuously train existing teams on products, Shipping rates, billing issues, return policies, etc.
Managing all communication changes for customer support via email, phone, or social media channels such as Facebook or Twitter and WhatsApp.
Providing customer service and troubleshooting issues with various
Ecommerce platforms such as Shopify / Internal platform.
Requirements

- Minimum of 4 years of experience in customer support or a similar role in E-commerce or Fashion industry.
- Graduation or Master or other related fields.
- In-depth knowledge of eCommerce order management.
- Hands-on experience in using MS Excel and other CRM tools.

Skills Required

Team Management and motivation
Written and verbal communication skills in both English and Urdu
Interpersonal skills to manage difficult situations with customers
Stakeholder management
Organizational and time management skills
Consistently task oriented
About Us:

We are a highly professional eCommerce services company that prides itself in

providing the highest level of turkey solution services to industry-leading brands

within the fast and luxury fashion sectors as well as cosmetics and gifting.

What We Offer
-Market Competitive Salary
-Career Development and Growth
-Healthy and support Work Environment

Company Name
SIAR Digital

Location
DHA Phase 1 Karachi, Pakistan

Job type
Full Time (Onsite) Morning

Apply at
[email protected]

Job Type: Full-time

Ability to commute/relocate:

Karachi: Reliably commute or planning to relocate before starting work (Preferred)
Experience:

Customer Services: 4 years (Preferred