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.
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.
Bachelor’s degree in any discipline
Minimum 3 years’ experience in Customer Service Sector
Excellent command of the English language (native or C2 level certification desired, or C2 IESOLcertificate would be a plus)
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