Customer Support Teamleader (Polish, English)
2017-01-17
For our client, importer of well-known brand of cars, we are looking for Team leader for customer service team (the team is focused on support of polish-speaking customers).
Job responsibilities:
• Organise, maintain, monitor the shift-plan including daily planning and attendance
• In case of holidays, high level of calls and queue act as service coordinator
• Support, guide and coach service coordinators in their daily operation and take difficult cases if necessary
• Monitor case quality and give feedback to service coordinators with the aim to create improvements
• Monitor and control closing of complaints in a timely manner
• Handle complaints according to established process, proposing solutions and actions and if necessary present to centre manager for referee decision
• Responsible for the introduction of new service coordinators including planning and program
• Responsible within the centre for training in processes, procedures and systems, common practice, complaints handling, uniform invoicing or any other relevant procedure.
• Stand in when the centre manager is not in the office
Benefits:
• working for strong brand of cars, international company • 13th salary, and many other benefits
Requirements:
• Minimum 5 years work experience preferably from the trucking or equivalent industry
• Senior Customer service experience
• Very good verbal and written knowledge in Polish (C2), English(C1), Slovak/Czech (C1) language
• Good IT knowledge and experience
Peter Lazový
email: peter_lazovy@drill.sk
+42 191 101 157 5
