Customer Service Team Leader (new SSC)

For our Client, a prominent player in the non-food industry, who is establishing a new Shared Services Center (SSC) in Gdańsk, we are looking for a highly skilled and experienced professional to take on the role of Customer Service Team Leader.

Responsibilities:

• overseeing daily operations of the customer service team, particularly in order processing,
• developing and implementing customer service policies and procedures,
• training and mentoring customer service representatives,
• resolving complex customer complaints and issues,
• monitoring and evaluating team performance, providing feedback, and conducting performance reviews,
• coordinating with other departments to resolve customer issues,
• ensuring the team delivers a high level of customer service that meets or exceeds expectations,
• compiling and analyzing performance data to measure productivity and goal achievement,
• implementing strategies to improve quality and productivity,
• ensuring compliance with company policies and procedures,
• reporting to management and recommending improvements.

Requirements:

• fluent English (essential),
• minimum 3 years of experience in a customer support role,
• at least 2 years of relevant people management experience,
• experience in building a team from scratch will be a significant advantage,
• strong understanding of building customer relationships,
• ability to manage a team through ongoing monitoring, report creation, and analysis,
• availability and flexibility; openness to collaboration in a dynamic environment,
• willingness to work in the Gdańsk office.

We offer:

• possibility to develop within an international company,
• training and development programs,
• private medical care,
• group life insurance,
• multisport card,
• friendly atmosphere,
• casual dress code,
• attractive location in the center of Gdańsk.