Your Role

As Customer Care Team Leader, you will organize and direct the day-to-day activities of a team of Customer Care Reps to resolve customer issues, deliver superior customer service  and ensure customer satisfaction.

What You Will Do

• Manage and support a team of Customer Care Reps to receive inbound calls, place outbound calls, and conduct field visits
• Organize weekly schedules and plans, monitor teams’ attendance and execution of tasks
• Provide day-to-day problem solving and coaching and answer Customer Care Rep questions, assign tasks, follow-ups and give instructions as necessary
• Ensure team members obtain the appropriate training and support
• Give voice to KOKO customers by understanding and reporting recurring questions and issues
• Communicate openly and honestly with KOKO customers
• Build, manage, and maintain strong, positive customer relationships
• Resolve escalated customer queries and further escalate issues to senior management, as appropriate

What You Will Bring to KOKO

• 3+ years of work experience, including prior experience in a call center
• 1+ year of management experience
• Strong phone contact handling and active listening skills
• Empathetic customer orientation and ability to adapt and respond to challenging situations
• Excellent written and oral communication skills
• Proficiency with Gmail and Google Suite (Docs, Sheets, Slides)
• Familiarity with customer management systems (ZenDesk, FreshService, QueueMetrics) preferred
• Ability to multitask, prioritize, and manage time effectively.
• Results orientation and comfort in a performance-driven work environment