Customer Service Team Leader

Customer Service Team Leader Poole, United Kingdom Description

Customer Service Team Leader - AI & Global Collaboration

Are you passionate about leveraging cutting-edge AI technology to enhance customer experience and foster international collaboration? Look no further, because we have an exciting opportunity for you! Join our team as a Customer Service Team Leader and take charge of optimising The Koin Club and Tilly Pig's customer experience by harnessing the power of ChatGPT and other AI tools. This role offers a chance to travel to China and work with our Asia team, providing hands-on experience with the latest AI technology and global collaboration.

Key Responsibilities:

As the Customer Service Team Leader, you will lead a highly skilled team and drive exceptional customer experience through efficient AI usage. Your responsibilities include:

Managing and optimising AI performance to ensure the highest level of customer satisfaction

Overseeing the day-to-day management of the Customer Service team in Asia

Handling escalated customer queries and ensuring timely resolution

Reporting on any issues that the team in Asia has with the AI tool

Overseeing key account management for top spenders

Delegating all tasks including incoming customer queries, payment disputes, returns and refunds, new orders, online reviews and subscription management

Working closely with the Product Development team to understand what’s being produced, what’s coming up and what you can and can’t tell customers

Collaborating closely with the Marketing and Operations teams to understand current campaigns and to ensure orders are processed efficiently and on time

Traveling to China to work with our Asia team and ensure a seamless customer experience across all regions

Requirements

Requirements:

We are looking for a dynamic individual with a strong interest in AI and innovative technology. Our ideal candidate will possess:

Experience in customer support or related fields

Experience in team management and delegation

Excellent communication and interpersonal skills

Strong organisational skills with the ability to manage multiple tasks

Assertive with a commitment to high standards

Positive, upbeat, and adaptable attitude

Interest in AI and innovative technology (no prior knowledge required; comprehensive training will be provided)

Join our team today and take your skills to the next level by leading a dynamic team, optimising AI performance, and fostering international collaboration to enhance customer experience. Apply now and embrace this exciting opportunity!

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