Lead Associate - Customer Support

Lead Customer Service Representative

We are seeking a dedicated and enthusiastic Lead Customer Service Representative to join our team. The successful candidate will provide exemplary customer service to all our customers and stakeholders. You will play a vital role in maintaining a professional and positive attitude, handling incoming customer calls, resolving complaints and queries, and ensuring efficient resolution of escalated customer disputes. Additionally, you will support the manager on a daily basis, deal with escalations, support team members, and be responsible for training and updating SharePoint.

Responsibilities:

• Act as the first escalation point for incoming order, product, and invoice-related customer and business queries
• Manage escalation processes and monitor customer returns exceptions
• Assist in training new starters and provide general support for internal and external meetings
• Ensure compliance with approved company policies and procedures
• Actively seek opportunities to improve system efficiencies and eliminate waste
• Support the manager on a daily basis
• Deal with escalations and support team members
• Be responsible for training and updating SharePoint

Qualifications and Skills:

• Proven experience in customer service or a related field
• Ability to handle escalated customer disputes and complaints with tact and diplomacy
• Ability to multitask and prioritize workload effectively
• Attention to detail and commitment to accuracy