Customer Service Team Leader
PeopleCert
Athens, Attica, Greece
πριν από 2 μέρες

Description

PeopleCert is a global leader in certification industry. We certify professionals on highly-valued methodologies and essential business skills.

We are looking for a Customer Service Team Leader who will be responsible for the organization and co-ordination of the day to day work of customer service agents to deliver the highest standards of services to customers.

Responsibilities

  • Supervises a team of Customer Service Agents and Senior Agents
  • Monitors Customer Service’s agents performance
  • Performs coaching focusing on team members’ training needs
  • Goal sets and monitor of goals achievement and reports team's performance to management
  • Ensures that customer enquiries & complaints are dealt with in accordance with the performance and service standards as laid down by PeopleCert
  • Follows up on customers that give negative feedback in customer satisfaction surveys
  • Identifies training needs of customer service agents
  • Escalates all technical issues to the ICT and ensures that all agents’ equipment works properly
  • Takes part in the Recruiting process for the Customer Service (phone screening, interviews etc)
  • Ensures their work and presence is aligned with company’s values Quality - Passion Integrity - Innovation at all times.
  • Requirements

  • Bachelor’s degree in any discipline
  • Minimum 3 years’ experience in Customer Service Sector
  • Excellent command of the English Language (Level C2). Extra languages desired.
  • Excellent interpersonal, verbal, and written communication skills
  • Well organized, self-driven, flexible and able to work in a high-volume, fast-paced, and deadline-driven environment
  • Prior working experience in the certification of persons and / or training and exam fields is desirable
  • Advanced computer literacy is required. ECDL Advanced level certification is desirable.
  • Availability for working in shifts during business days
  • Αναφορά αυτής της εργασίας
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