Customer Service Team Lead

4 semanas atrás


Porto, Porto, Portugal Jujur Tempo inteiro

Job Summary:

We are seeking a highly skilled and experienced Customer Service Team Lead to join our dynamic team at Jujur. As a key member of our customer service department, you will be responsible for leading and developing a team of customer service representatives to meet performance targets, ensure quality, and satisfy client and end-user needs.

Key Responsibilities:

  • Lead and develop a team of customer service representatives to meet performance targets and ensure quality
  • Actively manage the team using relevant management systems and fulfill relevant forms
  • Conduct performance analysis, coach team members, and hold periodic sessions to ensure continuous improvement
  • Regularly monitor customer interactions to ensure client requirements are met and offer coaching to enhance quality and productivity
  • Provide real-time transaction support and ensure service levels are met to maintain productivity and operational margins
  • Conduct team meetings to foster involvement, innovation, and improvement
  • Support customer service representatives in handling customer interactions across various channels, including calls, chat, email, and more
  • Implement company-wide strategies, contribute to department strategic plans, and ensure team compliance with all internal policies (GDPR, GECSP)
  • Promote continuous improvement through innovative ideas, motivating team members, and contributing to the company's success

Requirements:

  • Native / fluent in Greek both verbal and written. Fluent in English
  • Minimum of two years in customer experience management or related industries
  • Higher education degree is mandatory
  • Proficiency in Microsoft Office (Excel, Word, PowerPoint), internet applications, and project tools
  • Strong interpersonal skills, team-building and management abilities, achievement-oriented mindset, and job motivation
  • Coaching and mentoring capabilities, project management knowledge, and reporting tool proficiency will be trained if necessary

What We Offer:

  • Excellent remuneration package based on experience, skills, and performance
  • Be part of a dynamic multilingual, multicultural, and creative team with a positive and friendly atmosphere
  • Opportunity for personal and professional growth within a dynamic team environment
  • Training and development programs, including coaching skills and project management tools
  • Chance to implement innovative ideas and drive continuous improvement within a global organization
  • Exposure to diverse languages and cultures through interaction with global customers
  • Flexibility to contribute to strategic planning and company-wide initiatives


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