Customer Service Representative – Complaints Handling

Job Summary

The Customer Service Team Leader – Complaints Management is responsible for leading, coaching, and supervising a team of customer service representatives who handle customer complaints. This role ensures timely and effective resolution of complaints, high customer satisfaction, and adherence to company policies and service standards.

Key Responsibilities

• Lead, supervise, and motivate a team of customer service representatives handling customer complaints
• Monitor team performance against KPIs, SLAs, and quality standards
• Handle escalated and complex customer complaints professionally and efficiently
• Coach and train team members on complaint handling, communication, and problem-solving skills
• Conduct regular performance reviews, feedback sessions, and team meetings
• Ensure accurate documentation of complaints and resolutions in CRM systems
• Develop and implement process improvements to reduce repeat complaints
• Coordinate with other departments to resolve issues and improve customer experience
• Prepare reports on complaint trends, team performance, and resolution outcomes
• Ensure compliance with company policies, procedures, and regulatory requirements

Required Qualifications

• Diploma or Bachelor's degree preferred
• Proven experience in customer service with team leadership or supervisory experience
• Strong leadership, communication, and interpersonal skills
• Excellent conflict resolution and decision-making abilities
• Ability to manage high-pressure situations and escalations
• Proficiency in CRM systems and Microsoft Office or similar tools

Preferred Skills

• Experience managing complaint-handling teams in a call center or service environment
• Strong coaching and mentoring capabilities
• Data-driven approach to performance management
• Ability to foster a positive and customer-focused team culture

Pay: $ $28.00 per hour

Expected hours: 40.0 – 60.0 per week

Work Location: In person