Job Summary

The Customer Service Lead is responsible for leading the customer-facing team in delivering exceptional customer experiences throughout the entire customer journey, from pre‑sales consultation to after‑sales support and customer retention. This role oversees daily customer interactions, drives sales conversion performance, manages customer escalations, and ensures service excellence across all communication channels. The Customer Service Lead will coach team members to achieve customer satisfaction, sales targets, and retention objectives while continuously improving operational efficiency.

Key Responsibilities

• Lead, coach, and supervise the Customer Service Team to achieve service and sales KPIs.
• Monitor team productivity, quality of customer interactions, and conversion performance.
• Monitor and improve inquiry‑to‑sales conversion rates.
• Guide team members in consultative selling techniques to effectively recom...