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Angajator: Arvato Services
  • Customer support - Client service
  • Tip job: full-time
    Nivel job: 0 - 1 an experienta
  • Actualizat la: 02.11.2017

    Main Responsibilities:

    • Delivers exceptional customer experience through the development and coaching of their team and individual team members
    • Managing and delivering on the following key performance measures
      • Customer Satisfaction survey targets
      • Overall Quality
    • To continually promote our core values to earn Customers for life and put the Customer at the center of everything we do
    • Complete regular quality reviews for each individual within your area of responsibility as directed by your line manager and Quality Manager
    • Communicate verbal and written feedback to advisors and Team Leads post Quality Reviews
    • Introduce coaching plans for each team member to address areas for improvement in-order to strive for delivering customer excellence
    • Complete root and trend analysis and identify appropriate improvement measures for individuals and teams
    • To complete coaching sessions with individuals and groups, focusing on behaviors to lead to improved performance and customer experience
    • Ensure the efficient and effective management of under performers through the supporting PIP process in-order to improve gaps identified
    • Provide feedback to the business with regards to processes that are driving a negative customer perception with suggestions for how this could be improved
    • Be pro-active in sharing best practice among team members by hosting team huddles where they can share experiences and outcome among each other
    • Contribute to a positive team environment, highlighting any issues that may affect motivation
    • To act as a champion to improve the customer experience through the coaching of individuals.
    • Generates and rolls out new and creative ideas to improve customer experience.
    • Understands the needs, talents, capabilities and interests of staff, and matches these to development opportunities.
    • Is approachable and makes time for staff even when under pressure.
    • Recognizes and rewards performance improvement.
    • Takes ownership for own performance and development
    • Sets high standards of behavior for themselves and others, and acts consistently with these.
    • Attend weekly meetings with Line Manager and Quality Team
    • Occasional travel to other ECCC European sites to work with wider Quality/Operational colleagues as and when required
    Required Skills:
    • At least 2 years contact center experience required
    • Excellent written and verbal communication skills in English & supported language
    • Ability to identify root cause issues and recommend solutions
    • Ability to effectively monitor and evaluate performance
    • Excellent planning, prioritising and organizational skills
    • Can demonstrate ability to work on own initiative and as part of a team


    • Coaching/quality monitoring experience
    • Previous experience of managing teams
    • Customer Relationship Management System experience
    • Automotive industry experience 
    • Previous Training experience
    • MS PowerPoint, MS Word and MS Excel experience
    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.