Customer Service Team Leader

1 tydzień temu

Poznań, Polska Randstad Polska Sp. z o.o. Pełny etat

For our Client, we are seeking a Customer Service Team Leader with fluent Spanish or English to join a newly formed team. This is a unique opportunity to work in a dynamic, international environment where you will have a real impact on shaping and optimizing customer service processes for Spanish-speaking markets.

If you have experience in team management and want to have a real impact on the company's operational success, apply now and help us build the future of our customer service department

Customer Service Team Leader (English or Spanish Speaker)

Nr ref.: 331/10/2025/AK/265271/jobs.pl Poznań (wielkopolskie)

What we offer

- opportunity to be a part of a new drepartment with dynamic career path development,
- real impact in building new team and new process,
- full employment contract,
- hybrid work model,
- modern office,
- attractive benefits package (e.g. healthcare program, lunch card, sport card, cafeteria platform),
- attractive bonus system.

Your tasks

- supervising and managing a team of Customer Service Agents, including monitoring their performance and quality of work.
- establishing and implementing customer service standards.
- resolving the most complex and critical customer issues.
- managing the Order-to-Cash (O2C) process and resolving complex issues.
- collaborating with Centers of Excellence (CoEs) and IT to support system improvements and digital initiatives.
- maintaining and updating process documentation (SOPs, Playbooks) and the knowledge base for standardization.
- monitoring KPIs and SLAs, identifying gaps, and leading continuous improvement initiatives.
- acting as a second point of contact for inquiries and complaints, escalating complex issues.
- collecting and analyzing the most common customer issues to develop strategic solutions.
- representing Customer Service in regional and interdepartmental meetings (e.g., S&OE) and supporting sales goals.

What we expect

- Bachelor's or Master's degree (Higher Education)
- 3-5 years of experience in a similar position in customer service
- proven experience in effectively leading, motivating, and developing a team
- fluent English and/or Spanish (minimum C1 level)
- working knowledge of ERP systems (e.g., SAP), CRM (e.g., Salesforce), and tools such as Freshdesk
- excellent analytical and problem-solving skills
- exceptional communication and interpersonal skills

Employment agency entry number 47

this job offer is intended for people over 18 years of age

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