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Italian CS Team Lead


For one of our multinational clients we are looking for an
Italian Customer Service Team Leader

Location:
Budapest

Responsibilities:

  • Managing a team of customer service agents
  • Understanding the relevant procedures and processes for the relevant team and internal processes
  • Ensuring timely resolution of requests and activities within the customer relationship management system
  • Proactively seek to minimise or eliminate by addressing root causes in terms of either processes or behavioural changes.
  • Deliver service by managing workflow, ensuring adequate holiday, training and sickness cover
  • 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
  • Organize and conduct regular meetings and appraisals with direct reports
  • Provide first level escalation for any issues raised by the team
  • Develop, achieve and monitor KPIs aligned to the Service Level Agreements
  • Work closely with other team leaders to ensure that overall operational objectives are met, ideas shared and lessons learnt

Requirements:

  • University or College degree
  • Fluency in Italian and strong intermediate English
  • At least 1 year of team leading experience in customer service
  • Excellent communication skills and ability to build effective working relationships
  • Strong time management and organization skills
  • High Level of IT proficiency in Microsoft packages

 

Munkavégzés helye Budapest
Kategória -
Minimális tapasztalat 3 és 5 év között
Munkaidő tipusa Teljes munkaidő
Régió Budapest
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