Service Coordinator Lead

Job Overview

Service Coordination Lead takes responsibility for all service representatives that they are successfully helping customers. The lead will ensure the smooth functioning of day to day operations, monitor and evaluate staff progress, assist with training and recruitment, set goals, and ensure overall client satisfaction. Includes team management along with providing effective guidance. The major responsibility will include supervising, managing and motivating team members on a daily basis. Ultimately, you should lead by setting a good example and engage the team to achieve goals. A Service Coordination team lead needs to have a deep understanding of communication, organization, management, leadership and critical thinking, but they should also be personable and capable enough to effectively lead a team and collaborate with others.

Responsibilities and Duties

• Oversee all employee interaction with customers, ensuring close adherence to company policies

• Maintain and update service policies, making adjustments to better serve customers

• Interact with clients, providing service tactfully at all times

• Resolve conflicts customers have, prioritizing building relationships and earning future business from guests

• Establish a standard set of service requirements; create training workshop to ensure all the service coordinators fully understand the requirements and are capable of following it precisely.

• Perform ticket triaging and ticket management with understanding of SLAs, escalating when necessary

• Conduct reviews, evaluations, and risk assessments

• Perform root cause analysis and apply learnings to establish new procedures and best practices

• Willing and able to work on holidays/weekends/nightshift (24x7x365 support) and have demonstrated ability to handle stressful situations

• Communicate with stakeholders in timely manner to deliver world class and customer centric support services

• Document and report on all identified defects

• Develop user documentation, knowledge base, and self-help content

• Be proactive and identify areas for monitoring, self-healing and alarm improvements

• Contribute to 24/7/365 on-call rotation

• Determine and define clear deliverables, roles and responsibilities for staff members

• Schedule recurring internal and customer facing meetings

Requirement

• Bachelor degree in business or communication and enrollment in similar master’s degree program required
• Highly organized and capable of filling administrative tasks quickly
• Four years of working experience in customer service management mandatory, Strong communication skills, including both verbal and interpersonal.
• Excellent verbal and written communication skills with experience in communicating with clients based outside India.
• Ability to manage a team effectively.
• Experience of providing structured feedback and coaching others.
• Be communicative and social, assertive and enthusiastic
• Adaptability to work in roatational sheets
• Consistently meeting all agreed productivity parameters as defined for the process
• Critical thinker and problem-solving skills
• Capable of managing own workload with minimal supervision to tight deadlines.
• Strong written, verbal, and presentation skills
• Able to deal with challenging client and staffing issues in a professional and supportive manner and to see these through to resolution.
• Proven success in a corporate setting, working with all levels of management
• Professional Certifications, such as: ITIL.