726
- Detailid
- Esmane info
- Ettevõte
Requirements for candidates
- Customized working schedule depending on the service window received from the client
- Near native (interpreted as CEFR level C1) or native relevant market language and manageable English skills (B1+ or better) in writing and speaking to understand documentation and log accurately in the client systems
- At least 1-2 years experience as customer service Team Lead
- Computer literate with a minimum typing skill of 30 wpm with 90% accuracy
- Excellent people management skills should have experience in previous roles
- Good experience in MS Office Word, Excel, and PowerPoint
- Strong experience in presentation skills
- Excellent communication and customer service skills
- Excellent analytical and problem-solving capabilities
- Ability to drive initiatives in the team with creativity and a long-term vision
- Experience in initiating and implementing process improvements
- Experience in Customer Support/Customer Relationship/Customer Service
- Hands-on experience in back-office activities Live Chat and Social Media
- Take ownership to manage deliverables across multiple assignments
- Should be a self-motivated achiever
Job description
- To motivate, develop and mentor team members in a dynamically changing environment
- Drive process performance to achieve and exceed SLA deliverables
- Lead and deliver complex client engagements that help identify, design, and implement creative business solutions for the company
- Provide excellent customer service and determine the needs of the client.
- Implement and oversee the quality of deliverables and manage team relationships effectively to ensure exceptional performance
- Manage Shrinkage, Productivity, and control attrition
- Manage dips in performance with adequate reinforcement plans proactively
- People management and associated responsibilities like performance and development management
- Ability to communicate well and manage relationships with internal and external contacts
- Manage & delegate daily volumes within the team and coordinate activities to ensure daily BAU delivery is in line with customer KPIs
- Understanding of processes run by team and ability to bring in improvements and efficiencies within operations
- Create a mode of operations to be adhered to by team members in order to maintain good routine and orderliness
- Conduct Team Huddles to discuss process updates, feedbacks, and key focus points for the day
- Answer and manage client queries/complaints across LOBs, rectify issues and liaise with appropriate departments to handle complex issues in a bid to provide more effective solutions
- Able to mentor team in process & quality parameters
- Perform Root Cause Analysis to identify key AFIs and create action plans/goals to improve
- Provide Direct Customer Support, answer live chats or/and social media from customers to provide quick resolution of issues and questions, or may provide assistance to a team member.
- Create, Publish and Maintain operations related reports in a timely manner
- Discover training needs and support in training to provide the necessary coaching on ground
- Collaborate with the different support groups Recruitment, Training, Quality, HR, Workforce to improve agent profiling and performance
- Any additional ad hoc tasks that may contribute to a better service to the client or improvement to the KPI
- Adhering to the company and customer procedures, policies, confidentiality guidance, and data protection legislation
Selle ametikoha keskmise palga info leiad aadressilt palgad.ee.
Asukoht
- Läti
Riga
Tööaeg
- Täistööaeg vahetustega
Oskused
Keeled
- Inglise
- Rootsi
Kontaktisik
Weronika Charzyńska
Weronika Charzyńska
We are Nordic recruitment experts, connecting candidates from Sweden, Finland, Norway, and Denmark with businesses worldwide.
Our goal is simple: Match talented candidates with exciting jobs that let them use their native languages worldwide.
What sets us apart? Our friendly team of native-speaking recruiters, really get to know our candidates. With over 30 years of combined recruitment experience, we're a trusted partner for businesses globally.
Visit our Website: www.nordicjobsworldwide.com Get in Touch: info@nordicjobsworldwide.com
Tomorrow brings new opportunities!
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