Team Leader - Customer Support

Job Purpose

Responsible for managing all customer interactions across digital platforms, including WhatsApp, Facebook, Instagram, X, and Google. The role focuses on ensuring timely, 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 to enhance customer experience and digital engagement.

Principal Accountabilities

• Oversee & manage all customer communications on WhatsApp, Facebook, Instagram, X & Google.
• Ensure responses are professional, accurate, aligned with brand guidelines & timely.
• Handle complex or sensitive cases and escalate 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.
• Contribute to developing & implementing digital engagement strategies.
• Ensure the team consistently delivers a positive, solution-oriented customer experience aligned with company objectives.

Required Qualifications

Bachelor's Degree