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| Job Requirements |
| Title |
Customer Service Team Leader |
| Role |
Customer Service Team Leader |
| Category |
Customer Services jobs in Spain
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| Location |
Gibraltar
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| Company |
RecruitGibraltar , Vacancies
[
- - ] (Posted on Fri 09 July 2010 08:18 am) |
| Experience |
No preference |
| Educational Qualification |
No preference |
| Skills |
English spoken & written
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| Salary |
- - |
| Career Level |
Mid Career (2+ years of experience) |
| Job Type |
Permanent
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| Job Status |
Full Time
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| Customer Service Team Leader |
Customer Service Team Leader
Our client is searching for a Customer Service Team Leader to effectively lead the shifts across all Customer Service Operations teams by setting high personal and customer focus/ service standards.
Key elements of the role:
Be the main focal point for internal and external customer related issues. This includes being the main focal point for Senior Managers during out of office working hours.
Ensure the SLA levels are achieved according to target across all Operations teams.
Provide mentoring, support and communications updates to all Operations teams.
Effectively deal with any conflict issues and escalate to management where appropriate.
Effectively conduct daily Team brief to update on new promotions, technical issues, customer issues etc. Ensure completion of the daily shift report and complete all daily system checks.
Escalation of active issues on a day to day basis in line with all departments’ policies and procedures until effective resolution.
Provide feedback to Team Leaders on agent’s performance/targets (e.g. timekeeping, attendance etc)
Feedback to management on customer issues to ensure total resolution and awareness.
Ensure all customer queries are being dealt with to a high standard and in line with the SLA across all departments e.g. contribute to customer satisfaction, fast resolution to support the vision and values of the Company
Essential requirements
You will have worked in a similar Team Lead role or have a few years senior CS experience and be ready for the next step up.
Proven ability to lead by example in order to achieve high standards of performance and conduct.
Excellent interpersonal skills, self-confidence and ability to manage and motivate the team
Proven experience of effectively dealing with employees and customer conflicts and achieve high standard of performance and conduct.
Ability to build a good rapport quickly.
Knowledge and understanding of VIP activities.
High levels of grammar, listening and verbal skills to facilitate exceptional customer service correspondence and reporting;
Accountability and ownership for achieving goals and delivering a quality service to the customer.
Proven ability to generate new ideas and initiatives.
Analytical and reporting skills using word and excel;
Fluency in another European language is beneficial;
Salary based on experience
Contact +350 200 77900 or register your CV at http://www.RecruitGibraltar.com or http://www.RecruitGibraltar.com/jobs-in-gibraltar.asp
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