Customer Service Team Lead

1 miesiąc temu


Łódź, Łódź Voivodeship, Polska Sterling Outsourcing Pełny etat
Customer Service Team Leader

We are seeking a seasoned professional to lead our customer service team. The ideal candidate will have a proven track record of delivering exceptional customer experiences and a passion for developing and motivating a team of customer service representatives.

About Us

Sterling Outsourcing is a global business providing outsourced services to clients worldwide. We are committed to providing opportunities for ongoing development and growth, with many employees staying with the company long-term.

What We Offer

  • A competitive NET remote work allowance of 575zl per month.
  • Medicover medical healthcare and sport benefit systems.
  • A hybrid work model from Łódź and a modern office in the city centre.
  • A positive atmosphere with excellent work-life balance, including a 30-minute lunch break.
  • The opportunity to join a network of experienced, innovative, and dedicated individuals across multiple disciplines and sectors.

Responsibilities

  • Lead, mentor, and motivate a team of customer service representatives to achieve individual and team performance goals.
  • Monitor and evaluate team performance, providing regular feedback, coaching, and development opportunities.
  • Handle escalated customer inquiries and complaints, ensuring timely and effective resolution.
  • Collaborate with the training department to enhance team skills and knowledge.
  • Implement and maintain quality assurance processes to ensure consistent and high-quality customer interactions.
  • Prepare and present regular reports on team performance, customer feedback, and operational metrics.
  • Identify and implement process improvements to enhance efficiency and customer satisfaction.

Requirements

  • C1 English, with Polish being 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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