Customer Service Team Leader

1 miesiąc temu


Łódź, Polska Sterling Outsourcing Pełny etat

We are seeking a motivated and experienced Customer Service Team Leader to join our dynamic team. The ideal candidate will have a passion for delivering exceptional customer service and the ability to lead and inspire a team of customer service representatives. The Customer Service Team Leader will be responsible for overseeing daily operations, ensuring high levels of customer satisfaction, and driving continuous improvement within the team.

Sterling Outsourcing is an international business providing Outsourced Services for clients all over the world. We are currently growing and are looking for enthusiastic individuals with fluent English to join our international team. Established in 2006 we provide opportunities for ongoing development, so that the majority of our employees stay with the company long-term

Offer

  • 575zl NET remote work allowance per month.
  • Medicover medical healthcare.
  • Medicover sport benefit systems.
  • Hybrid work model from Łódź and a modern office in city centre.
  • A positive atmosphere with excellent work-life balance (a 30-minute lunch break included in the 8-hour working day).
  • You’ll be joining a network of experienced, innovative, and dedicated individuals across multiple. disciplines and sectors. There are countless opportunities to learn new skills and develop in your career, and we’ll provide the support you need to do just that.

Responsibilities

  • Team Leadership: Lead, mentor, and motivate a team of customer service representatives to achieve individual and team performance goals.
  • Performance Management: Monitor and evaluate team performance, providing regular feedback, coaching, and development opportunities.
  • Customer Support: Handle escalated customer inquiries and complaints, ensuring timely and effective resolution.
  • Training: Collaborate with the training department to enhance team skills and knowledge.
  • Quality Assurance: Implement and maintain quality assurance processes to ensure consistent and high-quality customer interactions.
  • Reporting: Prepare and present regular reports on team performance, customer feedback, and operational metrics.
  • Process Improvement: Identify and implement process improvements to enhance efficiency and customer satisfaction.
  • Collaboration: Work closely with other departments to ensure seamless customer experiences and resolve any cross-functional issues.

Requirements

  • C1 English, Polish is a plus.
  • Proven experience in a leader or coordinator role.
  • Customer Service background.
  • Strong communication and interpersonal skills.
  • Ability to motivate and inspire a team.
  • Excellent problem-solving abilities.
  • Experience with performance metrics and data analysis.


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