Customer Service Leader Job Description, Key Duties and Responsibilities

By | September 2, 2023
Customer Service Leader job description, duties, tasks, and responsibilities
Customer Service Leaders manage a team of customer service workers. Image source:

This post provides detailed information on the job description of a customer service leader, to boost your knowledge of the work they do.

It highlights the key duties, tasks, and responsibilities that commonly make up the customer service leader work description.

What Does a Customer Service Leader Do?

A customer service leader is a trained staff whose role is to provide high quality customer service to customers to ensure smooth flow of inquiries and complaints through effectively managing a team made up of customer service workers.

The job description of the customer service leader is to motivate, coach, inspire, train and direct the customer service team on the best ways and approach to relate to customers as they attend to their needs.

As a departmental leader, he/she assists management with hiring new customer service staff to the organization by making use of his/her expertise to evaluate prospective staff competence and capability in handling customer inquiries and needs.

In order to ensure a professional approach in dealings with clients, the leader creates and implements effective mode of operation in line with the organization objective to ensure that team members stay focused in administering their duties.

Customer service leaders create conducive working environment for other team members in order for them to work without duress, bringing their best to the table to achieve maximum results.

They make sure that their salaries, allowance and benefits are paid in due course to make them psychological fit as their mood can affect the way they attend to customers.

Customer Service Leader Job Description Example/Sample/Template

Given below is a job description example for the position of customer service leader, consisting of important duties, tasks, and responsibilities, which can also be used in preparing a resume for seeking employment for the post:

  • Give constant direction to team members to ensure that all customer inquiries are rightfully attended to on time and in the best way possible to give them satisfaction
  • Create better modes of operations to make customer service easier for both team members and customers
  • Make provision for a change of mode of operation when the existing one isn’t yielding maximum results
  • Give detailed statistical feedback on performance of team members to the management for staff evaluation and reward purposes
  • Observe performance of team members to identify their strengths and weaknesses and make arrangements to strengthen their lose ends. Also, take disciplinary measures against any team members whom is found wanting
  • Provide assistance to team members whom are experiencing difficulties in the discharge of their duties by putting them through and giving them personal coaching
  • Ensure that all equipment and appliances needed by the customer team members are available and in good condition to enable smooth flow of operations and customer satisfactions
  • Step in to attend to customers that are proving difficult to team members and resolve their complaints
  • Delegate different customer service duties to team members to ensure a faster and smoother flow of operation through division of labor
  • Create and implement work procedures that will enhance the organization and departmental service delivery, operating procedures and standards
  • Serve as the middleman between the organization and the customer service team members to ensure smooth communication and settling of grievances that may arise in the course of work.

Customer Service Leader Requirements: Knowledge, Skills, and Abilities for Career Success

The skills, duties and other attributes required to excel as customer service leader include the following:

  • Showcase good leadership skills to carry team members along
  • Excellent skills for communicating and relating with both staff members and customers
  • Good interpersonal skills to create a cordial relationship with team members
  • Ability to multitask
  • Have good temperate to handle disputes and emergencies
  • Must be result oriented.