Customer Services Team Lead

Job title:

Customer Services Team Lead

Company:

CooperVision

Job description

Responsibilities:Supervises of 5-7 Team members of CEE Customer Service Team, including regular coaching, performance reviews, allocation of workload, holidays and absences management, weekly and monthly meetings and disciplinary (for complex ones the CS Manager will be involved).

• By regular review of the performance objectives and competences (mid-year and annual evaluations), keeps the team motivated and engaged, promoting communication and feedback, and identifying development opportunities.
• Ensures the achievement of the KPIs for Customer Service (at least 90% of calls answered in less than 20 seconds every day), manages the planning and the missions of the team members.
• Delivers the Customer Service induction training (except the technical one) for new hires ensuring the compliance with processes.
• Support with difficult calls and issues customer reminders if needed.
• Controls the quality of the work, informs the team about the performance of the Service and guarantees the respect of the procedures.
• Makes sure that the operating rules are respected for a smooth running of the service: o Break Management o Fax management / administration o Management of missions related to the service
• Distributes roles/tasks, manages priorities, optimizes the process and tools.
• Manages the daily and monthly performance for the CS Reps.
• Prepares monthly summary of the activity of the Service for the CS Manager.
• Supports the Customer Service Manager to build promotions campaign and challenges during the year.
• Trains the new CS Reps and makes sure that the customers’ speech is at the expected level.
• Accompanies the CS Reps to improve the reception of the calls (coaching).
• Together with the CS Manager, participates in the Customer Service strategy definition, reflection and setting of objectives.
• Responsible for continuous process improvement.
• Involved in setting up and coordinating new tools and systems.
• In conjunction with the CS Manager, coordinates the group and individual training and development needs of the Customer Service Reps.
• Provides support and expertise related to Key Account operations, setting up organizational and operational projects defined upstream.
• Supports the CS Manager with the recruitment of new CS Reps.
• Backup of the CS Manager in case of absence, including the participation in meetings if necessary.

Qualifications: Knowledge, Skills and Abilities:

• Proficient in providing excellent customer service support to customers
• Business acumen: familiar with the CV product and services portfolio
• Awareness and ability to make a positive impact with prospective and existing customers
• Strong understanding of the commercial policies of the company
• Team management experience, able to coach and develop the team
• Strong interpersonal skills in order to influence at all levels of the management
• Strong communication skills
• Enhanced skills of listening and empathy
• Highly pro-active and able to work successfully alone as well as within a team to pre-determined objectives
• Works well under pressure
• Self-motivated with the ability to prioritize and organize effectively
• Excellent presentation and negotiation skills
• Results oriented
• A welcoming and positive approach to change
• Entrepreneurial
• Respected, honest and trustworthy with high levels of integrity
• Tenacious and resilient
• Proficient in the knowledge of the internal systems and procedures
• Proficient in the use of Microsoft Office: Excel for analysis, Words and Power Point
• Proficient in English spoken and written. Polish will be a plus.

Work Environment:

• Work in the Customer Service department in an open space
• Prolonged sitting in front of a computer

Experience:

• Minimum of 2 years prior experience in a similar role in dealing and providing excellent service to customers
• Customer Service relationship and Team Management

Education:

• Management courses
• Advanced English

Expected salary

Location

Gyál, Pest

Job date

Wed, 09 Apr 2025 07:23:23 GMT

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