Team Lead Customer Support

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Employer: PTW Romania
Domain:
  • Quality Control
  • Customer Support - Client Service
  • Job type: full-time
    Job level: 0 - 1 years of experience
    Location:
  • BUCHAREST
  • nationwide
    Updated at: 30.08.2017
    Remote work: On-site
    Short company description

    Pole To Win was launched in 1994 as Japan's first independent test outsourcing company. We have since grown to become the leading global innovator of quality assurance, technology and language solutions from over 30 locations worldwide.

    Our name is derived from car racing. Pole Position drivers do not compete against other drivers to get ahead. They lead the race and set the bar for others to compete against them.

    Pole To Win mirrors this by approaching our work with proactive planning and quality forethought in the service areas of Quality Assurance, Quality Engineering, Customer Experience, Localization, Talent Acquisition and Audio Production.

    Requirements

    Pole To Win is expanding our Customer Service team. To be a Customer Service Team Leader at Pole To Win you must have a steadfast desire to provide exceptional customer service with each and every customer interaction. Our customer service team provides customer assistance via voice, email, and chat interactions to customers around the world for a number of different product lines. We are devoted to giving our customers incomparable service by demonstrating exceptional listening, problem solving, common courtesies, empathy, and education every time we interact with them.

    Experience required:
    - Experience managing customer or technical support teams
    - Experience of managing teams delivering customer support via email and phone preferred
    - Experience of managing multilingual/bilingual teams and/or in an outsourced environment would be a distinct advantage
    - Experience of handling technical escalations

    Skills/knowledge required:
    - Sound understanding of contact centre operations and metrics
    - First rate organisational skills including the ability to prioritise and delegate effectively
    - Excellent communication skills
    - Good technical and analytical skills
    - Excellent leadership skills
    - Fluency in French, Italian, German, Spanish, Dutch, Russian or Japanese would be an advantage but is not essential

    Responsibilities

    Qualification:
    - Must be educated to at least Higher/A Level or equivalent standard
    - Degree in an IT related subject preferred

    Responsibilities
    - Manage a team of up to 20 Customer Support Representatives
    - Oversee the delivery of customer support for a specific client whose service will be delivered through email channels
    - Manage resourcing to ensure SLAs are met
    - Coach and train TSRs to ensure a first class customer experience
    - Contact quality monitoring
    - Take an active role in planning for game release peaks in volume
    - Set KPIs and development plans
    - Deal with escalated customer issues
    - Any other reasonable duties as directed by line manager

    Other info

    Pole To Win's core values are imbued across our global organization: Reinforced by our actions and our attitudes. Echoed throughout our approach to our operations and our clients. Exemplified by our culture, and most of all, our people. We build people and their careers. We actively turn to team mates for counsel, inspiration, and diverse perspectives. Relationships are built on mutual respect. Personal and professional integrity is our guiding principle. We are honest, authentic, transparent, and ethically sound. Our primary goal is to advance our clients' businesses and their customers' satisfaction. We set the bar for generating imaginative and effective solutions for the most challenging problems. We move with speed and agility. We love what we do. We have unwavering loyalty to our DNA, our culture, our values, and ourselves.

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