CRM Team Leader

Oversee and ensure customer satisfaction by providing timely and satisfactory responses to customer interactions.
Continuously improve work processes to enhance the effectiveness of customer interactions and optimize team performance.
Monitor, supervise, and evaluate performance metrics to ensure objectives are met consistently.
Contribute to sales and marketing plans by providing valuable insights and feedback.
Manage the resolution of customer complaints by coordinating with the appropriate teams and ensuring timely closure.
Conduct regular quality checks by listening to recorded and live calls, ensuring compliance with client requirements, scripts, and procedures.
Oversee the achievement of KPIs related to process objectives, ensuring daily, monthly, and yearly targets are met.
Collaborate with the quality team to identify areas for improvement and bridge knowledge gaps among team members.
Handle customer escalations by addressing concerns promptly and working with clients to resolve the issue.
Manage attendance and absenteeism to maintain service levels and ensure task completion.
Train and coach team members on product updates, process changes, and best practices.

Bachelor’s degree in Business Administration, Marketing, or a related field (preferred).
Minimum 3-5 years of experience in customer service, CRM, or a leadership role in a customer-facing environment.
Proven experience managing and leading teams to achieve performance targets.
Native Arabic speaker with fluent English (written and spoken).
Proficient in CRM systems and customer service tools
Strong ability to lead, motivate, and develop a team.
Experience in training, coaching, and providing feedback to improve team performance.
Ability to handle customer escalations and resolve issues effectively.
Exceptional communication and interpersonal skills with a customer-first mindset.
Strong problem-solving abilities, focused on customer satisfaction and issue resolution.
Ability to analyze performance data, identify trends, and recommend corrective actions.
Experience in tracking KPIs and ensuring team targets are met.
Excellent time management and organizational skills, with the ability to prioritize and manage multiple tasks.
Attention to detail and a commitment to quality and accuracy.
Proactive, adaptable, and able to work in a fast-paced environment.
Strong work ethic with a focus on achieving both individual and team goals.

Average salary estimate

$80000 / YEARLY (est.)

min

max

$70000K

$90000K

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What You Should Know About CRM Team Leader, Morni

As the CRM Team Leader at our dynamic and innovative company, you will play a pivotal role in ensuring customer satisfaction and enhancing team performance. Your day-to-day will involve overseeing customer interactions and always striving for timely and satisfactory responses that keep our clients happy. You'll not only monitor and evaluate performance metrics but also contribute valuable insights to our sales and marketing strategies. This role isn't just about managing a team; it's about inspiring and training them to reach their fullest potential. You'll dive into the details by conducting quality checks, handling customer escalations, and ensuring compliance with our protocols. As you guide your team through product updates and process changes, you'll leverage your experience in CRM systems to continuously improve our workflows and communication. If you have a bachelor’s degree in Business Administration, Marketing, or a related field, along with 3-5 years of leadership experience in a customer service or CRM environment, we'd love to see what you can bring to the table. Native Arabic speakers who are fluent in English will find this a great opportunity to utilize their language skills and develop a thriving team culture. Join us as we aim for excellence and foster long-lasting relationships with our clients!

Frequently Asked Questions (FAQs) for CRM Team Leader Role at Morni

What are the responsibilities of a CRM Team Leader at this company?

As a CRM Team Leader at our company, your responsibilities include overseeing customer interactions to ensure satisfaction, managing team performance metrics, conducting regular quality checks, and training your team members on best practices. You will also handle customer escalations and collaborate closely with the quality team to identify improvement areas.