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.