Team Leader - Customer Support

We are committed to fair and equitable employment practices. All qualified applicants will be considered for employment without discrimination.

Responsible for managing all customer interactions across digital platforms, including Whats App, Facebook, Instagram, X, and Google. The role focuses on ensuringtimely, accurate, and professional communication, maintaining the company’s brand image,strengthening customer relationships, and supporting the overall performance of the contact center.

This position requires leadership, strategic oversight, and collaboration with other departments toenhance customer experience and digital engagement.

• Oversee & manage all customer communications on Whats App, Facebook, Instagram, X & Google.
• Ensure responses are professional, accurate, aligned with brand guidelines & timely.
• Handle complex or sensitive cases and elevate issues as needed.
• Monitor team performance metrics such as response time, resolution rate & customer satisfaction.
• Identify trends in customer inquiries or complaints & recommend improvements.
• Ensure accurate documentation of all customer interactions in the CRM/social care system.
• Work closely with Sales, Service, Parts, Marketing & other departments to resolve customer issues efficiently.
• Escalate unresolved/high‑priority issues to the relevant department/management.
• Prepare regular reports on social care activities, including customer feedback, response performance & emerging trends.
• Provide actionable insights & recommendations to senior management to improve customer experience.
• Ensure the team consistently delivers a positive, solution‑oriented customer experience aligned with company objectives.

Bachelor's Degree