By joining us as a Team Leader for Customer Service you will be responsible to promote and sustain a Customer Centered culture by continuous improvement and / or implementation of digitalized tools.
You will drive operational KPIs adherence and improvement strategies, build networks and strong communication paths, also create experiences and engagement mechanisms for consistent results.
Further to that you will also have to support the Customer Service team in its daily activities (mainly for backup reasons).
The balance between Team Leader and Customer Service tasks will be approx.
80 / 20. If this sounds like an interesting job for you, then join our team in Cluj-Napoca, Romania! In this role you will :
Monitor and constantly improve internal and external customers’ perception / stakeholders on the performance of the operations team
Constantly work on evaluating processes and procedures.
Suggest methods to improve area operations, efficiency and service to both internal and external customers
Facilitator motivating, recognizing and rewarding employees and team members
Provide statistical and performance feedback and coaching on a regular basis to each team member
Create / maintain a high-quality work environment to motivate team members to work at their highest level
Conducts regular one on ones with the team members, evaluates their performance and listens to their needs and requirements
Provides timely responses to requests from the management team and other support functions
Organizes and presents data relevant to area of responsibility and group performance
Coaches team members against findings based on quality and personal feedback
Develops effective relationships with external customers and other departments, provides support to ensure proper escalation, excellent communication paths and high quality of services