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Customer Service Team Lead (BSC/ SSC)

 For our multinational clients we are looking for Customer Service Team Leaders with negotiation level of English+another European language skill to lead the customer facing teams of different profile. If You have experience in any BPO /SSC environment (eg.Outsourced Order Processing,Procurement, HR admin etc.) we are waiting for Your application.  
Currently we are looking for candidates for concrete positions to fill ASAP with the negotiation level skill of the following language combinations:

English + German

English+ Italian

  • Managing a customer service team
  • Ensuring timely resolution of Service Requests
  • Managing workflows of Back Office / Front Office activities
  • 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
  • Provide first level escalation for any issues raised by the team
  • Run and analyze the identified Service reports e.g. customer service management reports, monthly management reports and team performance
  • Develop, achieve and monitor Key Performance Indicators aligned to the Service Level Agreements
  • Develop and maintain sound working relationships with key stakeholders, customers and other teams
  • Proactively improve work related process

  • Minimum 1 year previous experience in a customer services environment in a people manager role
  • Fluency in English+one of the above listed languages
  • University / College degree
  • Experience in transition management is an advantage
  • Excellent written/oral communication skills and ability to build effective working relationships
  • Strong people, change and process management skills
  • Proven experience in coaching and leading a team
  • Strong relationship management skills
  • Strong-minded, but self-possessed attitude
  • High level of IT proficiency in Microsoft packages
  • Experience of working abroad or working with foreign customers / consumers is desirable
  • Competitive salary and benefits
  • Extensive trainings
  • Dynamic, multinational team
  • Supportive and youthful work environment
  • Planned career path

Applications from abroad are also welcome.

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