Customer Service Team Leader (Healthcare)  

• Setup customer service & operations systems & processes.
• Manage all elements of customer service including phone and Email support.
• Recruit & manage the customer service team (as the business grows).
• Handle & resolve customer complaints & escalations.
• Build the knowledge base & website FAQs.
• In time, build a training manual to on board future customer service staff.
• Report daily, weekly & monthly on the customer service function.
• Ensure all deliverables are completed by the team on a timely manner.
• Oversee and manage team tasks and ensures that everything has been completed or addressed.
• Transact with customers and business partners to ensure to meet all order and service requirements.

Required Technical Skills

• Above average leadership skills.
• Excellent skills for communicating and relating with both staff members and customers.
• Good interpersonal skills to create a cordial relationship with team members
• Have good temperate to handle disputes and emergencies.
• Must be result oriented.
• Knowledgeable in training and organizing learning materials for the team.
• Must be excellent in creating reports and making data analysis
• Must have a commercial understanding of business operations.
• Understands business culture and knows how to drive and impart this to the team.
• Needs to know how to train and developed staff also needs to know how to delegate roles.
• Have the ability to make decisions that are going to be in the best interest of the company.
• Must be ready and willing to step in when staffing is insufficient to keep the operations running.
• Personality Traits
• Honest and Transparent
• Resilient to Pressure.
• Willing to learn
• Motivated to hit target
• Can work independently with minimal supervision.
• Consistent Attendance and Punctuality
• Ability to develop and motivate the team
• Maintains Professional Working Attitude

Qualifications:

• Has 3 or more years leadership and operations support experience in Customer Service
• Can handle multi-channel Customer and Business Services Transactions
• Ability to handle pressure and multi-task
• Ability to work autonomously and allocate work among team members.
• Willing to work on a nightshift schedule