Team Leader with Croatian/Serbian (Cluj-Napoca)

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Employer: SYKES
Domain:
  • Customer Support - Client Service
  • Job type: full-time
    Job level: 1 - 5 years of experience
    Location:
  • Cluj Napoca
  • Updated at: 29.05.2020
    Short company description

    Requirements

    - Advanced in Croatian/Serbian
    - Conversational level of English
    - Previous professional experience in managing teams is a plus
    - Experience gained in customer services or good skills relevant in the field
    - Interest in technology and ability to learn how to use new tools quickly
    - Excellent communication skills and the candidate’s ability to remain composed in any situation
    - Patient, customer-focused, courteous, helpful and empathetic approach
    - Good social personality who everybody feels easy to contact and is trusted by colleagues
    - Carries maximum commitment to the company

    Responsibilities

    - Supervises and coordinates the customer support service team
    - Responsible for ensuring that the group achieves the Service Level Agreements via communication of requirements and regular feedback on performance
    - Looks on adherence to policies
    - Ensures that agents have the knowledge, skills and equipment required to carry out their function effectively and efficiently
    - Ensures client satisfaction on quality and service levels
    - Addresses, resolves and escalates problems as appropriate
    - Monitors, coaches and trains employees as required
    - Identifies and addresses any staff training needs
    - Plans, assigns and directs work to the team/employees
    - Rewards and disciplines employees when necessary
    - Conducts performance reviews on a regular base (in accordance with the account manager)
    - Provides reports as required by the Account Manager