Information about the position
Job description, responsibilities and duties
Our client is looking for motivated Czech, Slovak or Hungarian speaking professionals to work for the worldwide leader of the tobacco industry that introduced the innovative smokeless cigarette device.
Successful candidates will join our Supervisors team, coaching a Czech, Slovak or Hungarian customer support team. They will monitor transactions’ volume and workflow, manage customer satisfaction and identify process improvement activities to maintain service levels, ensuring that customers’ needs are addressed accurately and professionally.
Main Responsibilities :
Assist associates with customer situations by offering guidance and solutions on a daily basis
Monitor team members calls with customers on a monthly basis to ensure quality of service.
Coach associates according to feedback delivered
Manage the team adherence to schedule
Motivate and inspire team through leading by example, offering incentive opportunities and developing confidence with each team member
Ensure all agents provide high level Customer Service to End Users at all time
Ensure that all agents are familiar with Company’s Policies and Procedures
Handle transactions when there are staff shortages or an overwhelming abundance of transactions and demonstrate best practices to agents
Analyse operational trends and support the team members to improve their performance
Be a focal point of dissemination of information from management to team and vice versa
Evaluate agents and follow structured action plans for agents’ development
Meet with the superior on a daily basis to plan, strategize, and review department performance
Suggest and inform the Management team on any matters related to improving revenue generation & customer satisfaction in regard to transaction handling and call centre processes
Be a point of contact for the client for escalations and critical cases
Follow and apply Regulations regarding personal and performance data confidentiality and security
Attend recurrent training's published by the Client / Company on a regular basis
Be positive and proactive and have a desire for applying continuous improvement processes
Employee perks, benefits
13th and 14th salary
Regular monthly bonuses
Quarterly bonuses based on team performance
Free air ticket to Athens, Greece.
Free hotel accommodation for the first 3 weeks. (Until you find your own place)
Free Greek language courses
Regular company events
Company on whose behalf the position is being filled
Other unlisted areas
Our client is a large international company which provides outsourced customer support service for major global companies.
The company is headquartered in France with offices around the word and a total of approximately 330 000 employees worldwide.
The Greek office based in Athens has about 8 000 employees and has been in operation since 1989.