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CUSTOMER SERVICE TEAM LEADER (No previous management experience is required)

If you have been waiting for the chance to become a leader of a customer service team, also spent 1-2 years in a customer service role, the below position is for you. 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.

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 experience customer service (people management experience is not required)
  • 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