Customer Service Team Leader with English
- Warszawa, mazowieckie
- Stała
- Pełny etat
Responsibilities
- Leading customer service team and monitoring day-to-day operations in accordance with customer service policies, processes, procedures and KPIs
- Ensure fair workload distribution across the team
- Assist team members with solving issues;
- Maintain a high standard of employee engagement;
- Support team associates through change
- Support development of team members, ensuring that their skills and knowledge are kept up-to-date and relevant
- Define gaps in existing processes & tools
- Conduct regular meetings with all team members, ensuring that constructive feedback is delivered on current performance levels
- Recommend and implement process improvements leading to operational excellence an higher quality of customer service
- Provide customer communication
- Manage relationships with key stakeholders
- Define development and performance improvement plans if needed
- Represent the team in cross-functional and cross-regional teams
- Liaise with other functions to ensure efficiency and customer experience levels
- 5 years’ experience within a multi-country organization, solid understanding of Processes and general business acumen.
- Knowledge of: SAP or other ERP, MS Office, Outlook
- Strong analytical and communication skills (written and oral expression), Process optimization capabilities, high focus on achieving results and proven successes in doing so.
- Knowledge of order-to-cash process
- Detailed orientated with analytical skills
- Strong (self-)motivation, Team player, High assertiveness, Ability to inspire and motivate without managerial responsibility, Change Management and Project Management skills
- Fluent in English (German nice to have)