Customer Care Team Leader

About Us: At IPF Digital, we are committed to providing exceptional financial services to our customers. Our team is dedicated to innovation, customer satisfaction, and continuous improvement. We are looking for a passionate and experienced Customer Care Team Leader to join our dynamic team and lead our Customer Care Consultants to success. This position is ideal for a motivated individual who is passionate about leading a team to deliver exceptional service and support to our valued customers.

Key Responsibilities

• Lead, mentor, and develop a team of Customer Care Consultants to achieve performance targets and deliver outstanding customer service;
• Monitor and manage team performance, providing regular feedback and conducting performance reviews;
• Oversee customer inquiries and complaints, ensuring timely and effective resolution;
• Manage resourcing, schedules, and workloads to meet business needs efficiently;
• Work collaboratively with other departments to unblock issues and escalate when needed;
• Develop and implement training programs to enhance team skills and knowledge;
• Prepare KPI reports for the management team, detailing your team’s performance and identifying potential areas for improvement;
• Support new joiners with onboarding;
• Support with recruitment;
• Promote team wellbeing and create a culture of collaboration and accountability.

Shift Details:

• The role involves working in shifts, primarily during the night;
• Shifts can fall within the time range of 11 PM to 1 PM (Monday-Friday);
• Workdays are 8 hours long.

Qualifications

• Proven experience in a customer service or similar role;
• Strong motivation to lead and manage the team of Customer Care Consultants;
• Ability to motivate and inspire a team;
• Excellent communication and interpersonal skills;
• Ability to handle challenging situations with professionalism and empathy;
• Strong analytical and problem-solving abilities;
• Willingness to have feedback sessions with the team;
• Good English, both written and spoken;
• A commitment to continuous improvement and customer satisfaction.

What we can offer you:

• Competitive salary and quarterly bonus;
• Wide benefits package;
• Opportunity to work in a dynamic and fast-paced environment;
• Chance to make a real impact on the growth and success of the company;
• Join a team of talented and passionate individuals.

Please note that a background check will be conducted as part of the recruitment process.

Here’s how our team describes our culture:
"The culture at IPFD is driven by our shared values. People are put first; we accept differences and encourage individuality. Due to our flat business structure, we enjoy collaborating. Although recognition is highly valued, failure is also accepted. Enjoying some good times together is also highly encouraged!"

Sounds good? :) Then Please Apply, and let's meet up. ;)