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کد آگهی: KP2774772726
استخدام سرپرست امور مشتریان (Customer Service Team Lead)
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فرزین آنلاین | FarzinOnline
در تهران
اطلاعات شغل:
نوع همکاری: تمام وقت
مهارت‌های مورد نیاز:
ارتباط با مشتریان و پشتیبانی
پشتیبانی
امورمشتریان
پرداخت‌ها: توافقی
متن کامل آگهی:
Job Summary:
We’re looking for a hands-on Team Lead to manage both our Customer Service and Production teams. You’ll be responsible for day-to-day operations, ensuring great customer experiences and smooth production workflows. This role requires strong leadership, communication, and problem-solving skills to coordinate tasks, resolve issues, and drive team performance across departments.
1. Team Leadership & People Management
We’re looking for a hands-on Team Lead to manage both our Customer Service and Production teams. You’ll be responsible for day-to-day operations, ensuring great customer experiences and smooth production workflows. This role requires strong leadership, communication, and problem-solving skills to coordinate tasks, resolve issues, and drive team performance across departments.
1. Team Leadership & People Management
- Supervise and support both customer service reps and production staff
- Conduct onboarding, training, and upskilling programs
- Schedule shifts and manage attendance or coverage
- Mediate conflicts and maintain team morale
- Set and track individual and team KPIs (e.g., CSAT, order accuracy, turnaround time)
2. Customer Service Tasks
- Oversee the handling of tickets, live chats, and calls
- Monitor response and resolution times (e.g., SLA adherence)
- Ensure tone, messaging, and procedures are consistent across channels
- Escalate and resolve complex or VIP customer issues
- Collect customer feedback and identify recurring pain points
3. Production Tasks
- Monitor workflow and production targets (e.g., units per hour, quality rate)
- Assign tasks and balance workload based on capacity and demand
- Ensure adherence to production protocols and safety regulations
- Review and improve production processes for efficiency and quality
- Coordinate material availability and minimize downtime
4. Cross-Team Coordination
- Serve as the communication bridge between customer service and production
- Relay customer complaints, custom requests, or returns to production
- Communicate delays, defects, or stock issues back to customer service for client updates
- Collaborate with logistics and supply chain teams
5. Reporting & Analysis
- Analyze data from both teams: order turnaround, complaint trends, rework rates, etc.
- Prepare daily/weekly performance reports for management
- Use data insights to adjust team goals, shifts, or training
- Track product issues or defects reported by customers and feed them into production QA
6. Continuous Improvement
- Propose and implement solutions for recurring issues (e.g., using Kaizen, Lean methods)
- Digitize and document workflows and SOPs
- Organize cross-training to make the workforce more flexible
- Encourage suggestions from both teams for improving service and product quality
What We Offer:
- Hybrid working Condition
- Creative freedom and growth opportunities
- A dynamic and friendly team
- Exposure to international audiences and modern tech tools
- Educational platform of advanced courses
- Long-Term Contract
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چهارشنبه 12 تیر 1404، ساعت 14:05