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CUSTOMER SERVICE TEAM LEADER

It is a great opportunity for utilising your existing skills and motivations all in one position, building a brand new centre of our prestigious partner in Szeged simultaneously. Should you have leadership experience and excellent English language skills, please apply. Our Client is one of the world's leading oil and gas companies. They look after several functions, namely: finance, accounting, HR operations, customer service and procurement in more than 70 countries.

Responsibilities:

  • Managing a team of Customer Service Representatives
  • Ensuring timely resolution of Service Requests and activities within the CRM system
  • Deliver Customer Service and Order to Cash processes by managing workflow
  • Proactively develop the skills, competencies and knowledge of Customer Service team members
  • Carry out regular one to ones with all direct reports to discuss performance and to develop and implement career path plans
  • Conduct half yearly and annual appraisals with direct reports
  • Organise monthly team meetings with direct reports
  • Provide first level escalation point for any issues raised by the team
  • Ensure all processes are compliant with current accreditation & assist in preparation for future accreditation
  • Develop, achieve and monitor Key Performance Indicators aligned to the Service Level Agreements
  • Work closely with other team leaders within the Business to ensure that overall operational objectives are met, ideas shared and lessons learnt
  • Develop a team environment that supports continuous improvements & promotes the Business culture

Requirements:

  • Demonstrated ability to coach a team of 10-12 people
  • Minimum of 12 months’ previous leadership experience
  • Must demonstrate a strong understanding of customers’ needs / behaviours
  • Strong time management and organizational skills
  • Excellent written/oral communication skills and ability to build effective working relationships
  • Foster Effective Teamwork and Collaboration
  • Understanding Customers – understand customers’ current needs; efficient high quality response; build customer relationships; monitor progress; effective negotiator
  • Problem Solving – identify, analyse and solve problems; utilise, adapt and develop resources
  • Fluent English language skills