Customer Experience Team Leader

6 months ago

Dartmouth, Canada TigerTel Full time

TigerTel is looking for an experienced Customer Experience Team Leader

Tigertel is always seeking team members who demonstrate passion for serving our customers and a firm commitment to protecting people and reducing risk. With us, you'll face new opportunities and challenges each day that require you to be flexible, innovative, and adaptable in your mission to serve customers.

Our company culture is built on a foundation of respect, diversity, synergy, commitment, and partnership. We're committed to an environment of learning, where people can grow and develop, innovative ideas take root, and new approaches are valued. Join our team of talented and purpose driven individuals.

**Position Summary**:Customer Experience Team Leader position is responsible for assisting in the delivery of superior customer service by processing inbound/outbound/dispatching calls effectively and efficiently, as well as coaching staff to ensure compliance with all company policies and procedures, working with management and staff to achieve the highest efficiency. Must be able to multi task and manage time in a fast paced environment.

**Key Responsibilities/Accountabilities**:

- Processes inbound and outbound customer service calls professionally, efficiently, courteously and with appropriate discretion and sense of urgency.
- Takes and dispatches messages accurately while following strict protocols provided by clients. **Assists with representative training, as needed.**
- Ensures compliance with all company policies and procedures.
- Performs other related duties as required or requested. Required Knowledge, Skills & Abilities Required**:Excellent customer service skills, a strong desire to help people and the ability to remain calm in stressful situations.**
- Effective verbal and written communication skills.
- Excellent problem solving skills with the ability to listen, read and interpret the critical content of inquiries.
- Demonstrates organizational ability with attention to detail and strong follow-up skills.
- Ability to establish good working relationships both internally and externally in a team environment.

**Education and Experience Required**:

- Must be located in or around the Halifax/Dartmouth NS area and able to commute
- Education equivalent to a High School diploma/GED or the equivalent in related work experience.
- Exceptional telephone etiquette is required as well as the ability to maintain complete confidentiality of any and all information gained while performing this role.
- 1+ years of previous team lead or management required
- Demonstrated ability to type 30 words per minute preferred.
- Must be proficient in English language.
- Demonstrates a good working knowledge of Windows and Microsoft Office, in order to successfully navigate through the multiple computer systems. Demonstrates the ability to gain a basic understand associated call center systems.

**Advantages**:
Great team atmosphere and culture. Permanent full-time opportunity. Competitive Wage. Great location and easily transit accessible. Immediate start date. Training & development programs.

We thank everyone for their interest in this opportunity, however only those who qualify for an interview will be contacted.

Must have the ability to work a flexible work schedule (including nights, weekends and holidays).

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