For our client, a leader in their industry, for a new project we are looking for Candidates for the position of:
Customer Service Team Manager/ Supervisor with Spanish - NEW PROJECT back- office teamMiejsce pracy: Warszawa
MAIN JOB DUTIES:
- Responsible for CS BO team performance of various therapies / countries and for the service provided to customers
- Responsible to align objectives/goals with organization’s strategic direction
- Responsible for team development:
- overall communication & knowledge
- people management (performance assessment, hiring, conflict management, training & coaching)
- Make sure SLA are fulfilled & set priorities
- Monitor daily reports & KPI, analyze trends, identify root causes and deploy corrective actions if needed
- Identify process improvement opportunities and lead the team to implement improvements together with FO management & SSC Experts
- Plan workforce and managing priorities., serving as a backup were /if needed
- Manage the relationship with the CS FO Team lead
- Play a support role in ensuring optimal asset management (running reports – informing reps – updating in system)
- Serve as a key resource (with the knowledge of all regulations/department standards, tools and operating procedures), a preferred point of contact/first line of escalation for internal and external customers
- Serve as an expert for his/her department on specific countries, processes, tools or Business Unit
- Responsible for safe guarding the documentation, performance and corporate & quality standards
- Support Ad Hoc requests
- Take the lead on projects or contribute to projects
KNOWLEDGE/ EDUCATION
- Bachelor Education
- In-depth knowledge of a country process is an asset
- Bilingual PL + English spoken and written is a must
- Very good Spanish is a must
- Any other language of one/two of the concerned countries is a plus
- System minded: MS package/CRM /SAP system/ CISCO tools/R/3 and FSCM
- Project management
- Excellent knowledge of products, processes, organization, tools quality & ethical standards – either demonstrated or ability to learn fast
JOB EXPERIENCE
- Minimum of 2 + years’ work experience in a managerial role is a must
SKILLS/COMPETENCIES
- Demonstrated ability to work in cross functional teams
- Strong organization and time management skills
- Ability to manage multiple priorities and delegate when needed
- Possess excellent written & oral communication skills
- Be able to understand the customer needs is a must (customer focus)
- Possess People management skills (considerable use of tact, diplomacy)
- Result oriented
- Ability to cope with stressfull situation
- Proven evidence Treats
- Experience of working in multicultural environment is an advantage
CLIENT OFFERS:
- Work with the new project
- Attractive salary and social package
- Working in an international medical company
- A great working atmosphere
Prosimy o aplikowanie poprzez przycisk znajdujący się po prawej stronie ogłoszenia.
