Customer Success Team Leader

3 semanas atrás

Oeiras, Portugal Thales Tempo inteiro

Location: Paço de Arcos, Portugal

In fast changing markets, customers worldwide rely on Thales. Thales is a business where brilliant people from all over the world come together to share ideas and inspire each other. In aerospace, transportation, defence, security and space, our architects design innovative solutions that make our tomorrow's possible.

Thales Portugal is a Competence Centre of the Thales Group, whose mission is to integrate and develop solutions and products for Thales projects worldwide. Having around 220 specialized human resources Thales Portugal has a strong capability to design, develop, and deploy systems and services efficiently in the Defence, Security (Critical Information Systems, Critical Infrastructure and Banking) and Transportation markets.

Thales people provide armed forces customers with operational advantage at every decisive moment throughout the mission. Defence and armed forces customers rely on us to deliver the full range of defence mission systems solutions at land, sea, and air. Our platforms extend across the battlespace including Above and Sonar, Electronic Combat, and Intelligence, Surveillance and Reconnaissance systems.

Thales Business Support Services (TBSS) acts as a Shared Service Center for Thales Group by serving a number of countries for various key tasks associated to finance and accounting processes. This business support services center of excellence drives innovation within our internal business processes, cutting through complexity and supporting our external leadership in digitalization.

**Primary Purpose of the Role**:
Support the Customer Success team to deliver against their Service obligations to Thales companies whilst seeking to improve efficiencies of process and accuracy of delivery.

**Key Responsibilities and Tasks**:

- Be the first point of contact into TBSS for Customer Success escalations
- Responsible for ensuring all tickets are completed within KPI
- Responsible for ensuring all tickets are assigned and completed to agreed timetable
- Ensure all reconciliations are completed to agreed timetable
- Respond to all query management requests in accordance with the service level agreements
- Assist in supervising and training TBSS team members within the CS team
- Adhoc tasks as requested

**Skills**:

- Excellent customer service skills.
- Confident and effective decision maker
- Excellent communication skills both verbal & written
- Excellent customer focus & client interface
- Ability to work on own initiative
- Adaptable & Flexible
- Ability to learn new skills
- Good level of written and verbal Portuguese & English

**Experience**:

- Proficient use of Microsoft Word, Excel and Outlook
- Experience in leading teams
- Experience as a member of a customer services team
- Experience of working for a large and complex organisation - Shared Service Centre environment
- Some knowledge of P2P & O2C processes acquired in an international company
- Experience of working in a shared service environment
- Experience of Oracle & all Microsoft Office Software

**Qualifications**:

- Degree or master level

At Thales we provide CAREERS and not only jobs. With Thales employing 80,000 employees in 68 countries our mobility policy enables thousands of employees each year to develop their careers at home and abroad, in their existing areas of expertise or by branching out into new fields. Together we believe that embracing flexibility is a smarter way of working.

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