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Customer Service Team Lead
Miejsce pracy: PoznańFor our Client, an international company from BPO sector we are searching for the candidate for the position of Customer Service Team Lead
Responsibilities:
- Team management, setting clear goals for team members
- Monitoring and coordinating ongoing customer operations, ensuring that SLAs and customer projects are delivered to the required quality and timeliness standards
- Planning and distribution of workloads to ensure business needs are met and deadlines are met
- Ensuring all customer-generated escalations, complaints and corrective actions are owned and proactively managed until closed within agreed deadlines
- Collaborating with senior management
- Create and analyze management reports to allocate work and report trends
- Identifying any service delivery risks for each client, ensuring mitigating actions are implemented, as appropriate
- Being a role model for colleagues by giving constructive feedback and coaching to support the development of others
- Keeping knowledge and expertise up to date, especially all regulatory and statutory requirements
Wymagania:
- Experience in management min. 10-person team, including external customer service
- Fluent German and English
- Experience of engaging and motivating colleagues
- Practical knowledge of MS Office - including MS Excel
- Professionalism and integrity to build long term trust, high level of self- motivation and proactivity
- Effective problem solving and analytical skills, including leading on identifying solutions and making recommendations
- Ability to effectively plan, prioritize and execute tasks in high pressure environment, including the ability to adapt to shifting priorities, demands and timelines using analytical and problem solving capabilities
Korzyści:
- Stable employment based on a contract of employment
- Benefits package (Private medical care, Multisport, language courses, Christmas bonus)
- Possibility of development in a friendly environment
- A modern office in an attractive location
Job Description
For our Client, an international company from BPO sector we are searching for the candidate for the position of Customer Service Team Lead
Responsibilities:
- Team management, setting clear goals for team members
- Monitoring and coordinating ongoing customer operations, ensuring that SLAs and customer projects are delivered to the required quality and timeliness standards
- Planning and distribution of workloads to ensure business needs are met and deadlines are met
- Ensuring all customer-generated escalations, complaints and corrective actions are owned and proactively managed until closed within agreed deadlines
- Collaborating with senior management
- Create and analyze management reports to allocate work and report trends
- Identifying any service delivery risks for each client, ensuring mitigating actions are implemented, as appropriate
- Being a role model for colleagues by giving constructive feedback and coaching to support the development of others
- Keeping knowledge and expertise up to date, especially all regulatory and statutory requirements
Wymagania:
- Experience in management min. 10-person team, including external customer service
- Fluent German and English
- Experience of engaging and motivating colleagues
- Practical knowledge of MS Office - including MS Excel
- Professionalism and integrity to build long term trust, high level of self- motivation and proactivity
- Effective problem solving and analytical skills, including leading on identifying solutions and making recommendations
- Ability to effectively plan, prioritize and execute tasks in high pressure environment, including the ability to adapt to shifting priorities, demands and timelines using analytical and problem solving capabilities
Korzyści:
- Stable employment based on a contract of employment
- Benefits package (Private medical care, Multisport, language courses, Christmas bonus)
- Possibility of development in a friendly environment
- A modern office in an attractive location
Additional Information
- Last updated
- Employment type
- Full time
- Contract type
- Permanent
- Number of vacancies
- 1
- Min. experience
- No experience
- Min. education
- M.A
- Industry / category
- Jobs in Management / Executive, Jobs in Quality Control / Production Audit
