Advertisement Team Leader French
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Employer: | Majorel Romania |
Domain: |
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Job type: | full-time |
Job level: | Student/Graduate |
Location: |
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Updated at: | 06.10.2017 |
Remote work: | On-site |
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.
- 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
- 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.
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