Advertisement Team Leader French

Employer: Arvato Services
Domain:
  • Customer Support - Client Service
  • Management - Consulting
  • Job type: full-time
    Job level: Student/Graduate
    Location:
  • BUCHAREST
  • Updated at: 22.09.2017


    Main Responsibilities:

    • Managing and delivering on the following key performance measures: Telephony, correspondence and case resolution service levels, Customer Satisfaction survey targets, Quality
    • Managing and motivating teams whilst building team spirit, participation and recognition among individuals by providing regular feedback on performance
    • Conducting regular quality assessments with each team member, 1-2-1s, annual performance reviews setting objectives and development plans
    • Identifying and developing individuals
    • Managing day to day tasks: Scheduling, engaging workforce management and operations support, following up on planned and unplanned absence
    • Escalating issues as required
    • Performing other related duties, as assigned, checking flexibility towards work schedules/shift patterns.
    • Promoting the core values in order to earn Customers for life and put the Customer at the center of everything we do
    • Building a team that puts the customer first and ensures that every interaction matters
    • Actively building and promoting excellent customer experience.
    Required Skills:
     
    • Spoken and written French language skills to native standard (including business correspondence), thorough understanding of the native culture.
    • Ability to use English as second language during European multi-national meetings, for systems, performance evaluation and training purposes (for non UK markets)
    • Experience in a customer service environment would be considered an advantage
    • Ideally previous experience of managing teams
    • Good computer literacy - competent in the main Microsoft Office packages and Internet Explorer
    • Excellent time and team management
    • Ability to analyze data, draw conclusions in logical manner, implement action plans to improve results
    • Excellent computer literacy – Including Microsoft Office packages and Internet Explorer
    • Ideally previous experience in using Contact Centre system and tools
    • Customer service excellence – enjoys direct contact with customers by telephone and understanding the customer’s needs, displays diplomacy, is polite, remains calm, listens, and apologize where necessary, always portrays a professional & positive image to the customer
    • Ability to work under pressure and deal with a customer in demanding situations, to learn quickly in a changing environment, to use own initiative and make decisions, ability to prioritize and manage own workload
    • Logical approach to problem resolution, gathers facts, takes corrective action, escalates problem at the appropriate stage, ability to work on own initiative to follow up and resolve
    Our Offer:
     
    • Lunch vouchers
    • Attractive rewards and additional performance based bonuses;
    • Annual fixed bonuses;
    • Full private medical insurance & discounted prices for the dependents of the employee;
    • Child birth support
    • Online library access for passionate book readers;
    • Health & Nutrition: Health and wellness services @ the office;
    • Various discounts for gym classes & other recreational activities;
    • Free development training, for both personal and professional purpose, via our E-Learning platform;
    • Multicultural and enthusiastic work environment;
    • Access to the company's cultural events including well-known festivals in Romania.