Customer Service Team Lead

Description:

As the Customer Service Lead for Events, you will play a crucial role in ensuring the seamless delivery of exceptional customer experiences throughout the event planning and execution process. The ideal candidate will bring a wealth of customer service expertise to lead a team dedicated to making each event memorable for our clients.

Key Responsibilities:

Team Leadership: Lead and inspire a customer service team, fostering a positive and collaborative environment focused on delivering outstanding service for event attendees and clients.

Event Coordination: Oversee the customer service aspects of event planning, coordination, and execution, ensuring a smooth and enjoyable experience for all participants.

Client Interaction: Act as a primary point of contact for clients, addressing inquiries, resolving issues, and building strong relationships to enhance overall customer satisfaction.

Problem Resolution: Lead the resolution of customer concerns and issues during events, implementing effective solutions to ensure a positive experience.

Training and Development: Develop and implement training programs for the customer service team, ensuring they are well-prepared to handle the unique challenges and opportunities within the event industry.

Process Improvement: Identify and implement improvements to customer service processes, enhancing efficiency and effectiveness in event planning and execution.

Metrics and Reporting: Monitor key performance indicators (KPIs) related to customer service in the events department, providing regular reports and insights to management.

Qualifications:

a) Bachelor's degree in Business Administration or related field preferred.

b) 3 to 5 years of proven experience in customer service roles, with a minimum of 2 years in a leadership or supervisory position.

c) Strong communication and interpersonal skills.

d) Exceptional problem-solving abilities.

e) Proficiency in customer service software and CRM systems.

f) Ability to work in a fast-paced and dynamic environment.

g) A passion for delivering exceptional customer experiences.