Help Desk Team Lead

JOB REQUIREMENTS: At least 2 years experience in a leadership position over a Service or Help Desk Team... A proven ability to recover and retain Clients wishing to cancel service... A cool-headed and optimistic temperament that allows you to run a team effectively as well as ensuring our clients, even if they're having a bad day, are happy they talked to us! JOB RESPONSIBILITIES: You'll coordinate the Help Desk Team Members in their daily duties of attending to clients who come in contact with us to make inquiries or get assistance... You'll be helping nurture and facilitate the great customer service culture in the team, which is critical to the success of our business and brand... You'll evaluate and assess certain Key Performance Metrics for the team and conduct client surveys to measure our level of service delivery... You'll keep a record of daily operations at the Help Desk so we can better track the needs of our clients, analyse the services rendered and keep for future reference... You'll help design and create a Mode of Operations, which the Help Desk Team can adhere to in order to maintain a good and steady routine and structure... You'll delegate specific Help Desk responsibilities to Team Members in order to create Specializations within the Team and increase the pace of service delivery... You'll review all client complaints, rectify issues and liaise with appropriate Team Members to handle complex issues, with the goal of providing more effective solutions... You'll be able to handle difficult clients (and their complaints) when escalated and also manage to retain clients when they're considering cancellation of the service... You'll observe Help Desk Operating Techniques to determine how effective they are and suggest and implement new techniques where current Operations can be improved... You'll run regular scheduled Team Meetings and interact with the rest of the Virtual Team as and when needed... And ultimately you'll be ensuring our Help Desk Team remains to be held in the highest regard – while pushing to take it to even greater heights!