Customer Service Team Leader

Koin Limited; Poole; On-site; GBP 30,000 - 45,000; Full time

Job summary

A tech-focused company in Poole, United Kingdom is seeking a Customer Service Team Leader to manage AI-enhanced customer interactions and lead a dynamic team. The role encompasses optimizing customer service performance, overseeing a team in Asia, and includes travel to China. Ideal candidates should possess experience in customer support and team management, along with strong communication skills. Join us to enhance international collaboration using innovative technologies.

Qualifications

• Experience in customer support or related fields.
• Experience in team management and delegation.
• Excellent communication and interpersonal skills.
• Strong organisational skills with the ability to manage multiple tasks.
• Positive, adaptable attitude.

Responsibilities

• Manage and optimise AI performance for customer satisfaction.
• Oversee day-to-day management of the Customer Service team in Asia.
• Handle escalated customer queries and ensure timely resolution.
• Report on issues with the AI tool.
• Collaborate with Marketing and Operations teams.

Skills

Customer support

Team management

Excellent communication skills

Organisational skills

Interest in AI

Job description

Customer Service Team Leader Poole, United Kingdom Description

Customer Service Team Leader - AI & Global Collaboration

Are you passionate about leveraging cutting‑edge AI technology to enhance customer experience and foster international collaboration? Look no further, because we have an exciting opportunity for you! Join our team as a Customer Service Team Leader and take charge of optimising The Koin Club and Tilly Pig's customer experience by harnessing the power of ChatGPT and other AI tools. This role offers a chance to travel to China and work with our Asia team, providing hands‑on experience with the latest AI technology and global collaboration.

Key Responsibilities

• Managing and optimising AI performance to ensure the highest level of customer satisfaction
• Overseeing the day‑to‑day management of the Customer Service team in Asia
• Handling escalated customer queries and ensuring timely resolution
• Reporting on any issues that the team in Asia has with the AI tool
• Overseeing key account management for top spenders
• Delegating all tasks including incoming customer queries, payment disputes, returns and refunds, new orders, online reviews and subscription management
• Working closely with the Product Development team to understand what’s being produced, what’s coming up and what you can and can’t tell customers
• Collaborating closely with the Marketing and Operations teams to understand current campaigns and to ensure orders are processed efficiently and on time
• Traveling to China to work with our Asia team and ensure a seamless customer experience across all regions

Requirements

• Experience in customer support or related fields
• Experience in team management and delegation
• Excellent communication and interpersonal skills
• Strong organisational skills with the ability to manage multiple tasks
• Assertive with a commitment to high standards
• Positive, upbeat, and adaptable attitude
• Interest in AI and innovative technology (no prior knowledge required; comprehensive training will be provided)

Join our team today and take your skills to the next level by leading a dynamic team, optimising AI performance, and fostering international collaboration to enhance customer experience. Apply now and embrace this exciting opportunity!