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Team Leader for Customer Care

GTS TECH Sp. z o.o.

Kraków, małopolskie

Opis stanowiska pracy

  • Manage staffing, scheduling, coaching, and development for a team of 5-10 members
  • Create and build a positive collaborative environment
  • Implement metrics and reporting to ensure agents are trained and performing to expectations
  • Analyze complex customer problems and generate solutions
  • Regularly evaluate customer interactions to identify coaching opportunities and provide feedback to management. This includes conducting weekly, formal coaching evaluations for each member of the team
  • Review and create supporting metrics and daily reports to the management
  • Be available to assist the team as needed with case escalations, customer escalations, and process/workflow guidance
  • Provide exceptional customer service to escalated tickets as well as normal incoming volume, particularly on days where peak volume necessitate

 

Wymagania

  • B.A. Degree or equivalent in a relevant business discipline highly desired
  • Fluent English (min. B2, C1 preferred), orally and written
  • Willingness and flexibility to work also during evening and weekend shifts
  • Exhibits an exceptional degree of ingenuity, creativity and resourcefulness in decision making and independent problem-solving
  • Experience in customer service leadership is desired
  • Proven record of boosting team performance and employee retention rates
  • Must be flexible, adaptable, and comfortable working in a fast-paced startup environment
  • Experience in the evaluation, analysis and optimization of customer service processes
  • Excellent time management and organization skills
  • Professional, customer based attitude
  • IT and online business affinity

 

Prezentacja firmy

Global Travel Solutions GTS is an e-commerce and software start-u... Rozwiń

Dodatkowe informacje

Ostatnia aktualizacja:
04/04/2020
Wymiar etatu:
Pełny etat
Rodzaj umowy:
Na czas nieokreślony
Liczba wakatów:
1
Min. doświadczenie:
2 lata
Min. wykształcenie:
Wyższe licencjackie
Branża / kategoria:
Praca Analityka, Praca Obsługa klienta, Praca Kadra zarządzająca

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