On - Site Customer Service Representative in Somerville, MA assisting healthcare customers with inquiries. Delivering high customer service and managing communications effectively.
About the role
- Lead Customer Service Team for poa! internet, enhancing customer experience across channels in a hybrid role. Drive operational efficiency and performance while fostering team accountability and growth.
Responsibilities
- Lead the consistent delivery of a high-quality customer experience across all channels, including voice, chat, email, WhatsApp, and social media
- Act as the point of contact for escalated customer issues, ensuring timely, empathetic, and effective resolution while guiding team members through complex cases
- Monitor real-time dashboards, queues and proactively guide team members to hit daily KPIs
- Lead daily pre-shift briefings and individual group meetings to align the team on targets, and communicate updates, disruptions or changes
- Support team members with live escalations, troubleshooting, and difficult customer interactions in real time
- Conduct regular coaching sessions, QA reviews, and performance check-ins to develop agent skills and address performance gaps
- Collaborate with cross-functional teams to enable end-to-end customer resolution
- Identify trends in customer queries and recommend changes to scripts, standard operating procedures ( SOPs), or tools to enhance service delivery
- Uphold and foster a culture of excellence, accountability, and customer obsession within the team
Requirements
- 2–3 years’ experience in a fast-paced inbound customer service environment, including at least 1 year in a team leadership role
- Bachelor’s degree or Diploma in Communications, Public Relations, or any other relevant field
- Demonstrated experience managing shift-based teams of 5–12 agents, with a strong focus on performance monitoring, coaching, and reporting
- Strong digital literacy, including CRM, Workforce Management Systems and social media platforms
- Fluency in Kiswahili and English, with strong communication skills in both
Benefits
- Medical cover
- Airtime allowance
- Home wi-fi allowance
- Career growth opportunities
- Exciting work environment and culture
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
Customer Service Representative managing customer interactions and administrative tasks for Crash Champions. Ensuring a professional environment and handling a high volume of communication in the automotive service industry.
Customer Experience Agent assisting customers across Europe with their inquiries on vintage items sales. This role manages high volumes of customer communication and resolves complaints empathetically.
Customer Service Representative responsible for sanitation and maintenance in various locations. Performing janitorial duties and ensuring compliance with safety policies.
Customer Service Associate providing support and handling inquiries via calls, emails, and chats for Travelers. Aiming to build customer satisfaction and trust in a professional environment.
Customer Service Associate handling customer inquiries via phone, email, and chat for Travelers. Providing a positive customer experience and resolving needs with professionalism and empathy.
Technician in test validation and customer support at FDI company, working on access control and intercom products. Conducting tests, analyzing results, and providing technical assistance to clients.
Retail Sales Consultant role at Telstra enhancing customer experience through tech solutions. Collaborate with team to meet sales targets in a dynamic retail environment.
Retail Sales Consultant at Telstra focusing on delivering outstanding customer service and transforming the telecommunications experience. Empowering customers and providing tailored solutions in - store.
Customer Service Agent assisting passengers with airport operations in Sarasota, Florida. Responsibilities include reservations, baggage handling, and compliance with security protocols.