Client Services Team Lead
hace 6 días
Location: Bogotá, Bogotá, Colombia
Position Purpose
The Client Service Team Lead position will provide Red Carpet treatment to all our clients as well as a proven track record of success in meeting deadlines and managing time. The person can lead and advise a team of Client Service Coordinators, providing training, guidance, and performance evaluations. Additionally, the candidate should have strong analytical and problem-solving skills, and be fluent in both English and Spanish.
Payrate: $7/hr
Schedule: Monday to Friday in a time frame from 9am to 10pm EST (8 hours shift)
Type of contract: Independent Contractor
Essential Job Functions & Responsibilities
- Create and execute training for new team members.
- Facilitate weekly team meetings to review questions and any process updates.
- Lead team members to follow standard processes.
- Provide timely and professional responses to client inquiries via phone calls, emails, and text messages.
- Maintain a thorough understanding of the firm's services, policies, and immigration processes to provide accurate information to clients.
- Update client records in the law firm's database, ensuring the accuracy and completeness of client information.
- Work collaboratively with Team Leads and colleagues to resolve client issues, escalating complex matters, as necessary.
- Follow up with clients to gather necessary documents, information, or signatures to comply with immigration requirements.
- Identify opportunities to enhance the client experience and provide feedback to improve processes and services. Maintain confidentiality and ethical standards.
Essential Skills, Knowledge & Abilities
- Possess excellent bilingual (English & Spanish) interpersonal and communication skills, both written and verbal.
- Provide friendly and empathetic customer service to clients.
- Active listening skills to understand client needs and concerns accurately.
- Proficient in using online software, email systems, and other relevant tools.
- Ability to multitask and prioritize tasks in a fast-paced environment while maintaining attention to detail.
- Solve problems and find creative solutions to address client issues effectively.
- Proficiency in relevant software applications, such as Microsoft Office Suite.
- Excellent attendance.
Minimum Qualifications
- Bilingual (Spanish English) B2-C1.
- Proficient with Microsoft Office Suite or related software.
- High School Diploma or equivalent experience.
- Leadership experience.
- Knowledge of project management software.
- Negotiation skills.
- Creative thinking skills.
- Skills in analyzing metrics to provide feedback and look for points of improvement.
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