Supervisor for Customer Service Team
Dunross s.r.o.
Athens, Greece
πριν από 5 μέρες
source : Workania

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.

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