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Team Lead of Customer Service Card Operation
BALANCED HR s.r.o.
Place of work
Bratislava, Slovak Republic
Bratislava, Slovak Republic
Contract type
full-time
full-time
Start date
by agreement
by agreement
Wage (gross)
2 700 EUR/monthstarts from 2700€
2 700 EUR/monthstarts from 2700€
Information about the position
Job description, responsibilities and duties
• Manage the Customer Service Operation team members potentially including Front Office/or Back office and operations.
• Responsible for all aspects of day-to-day management of team members including performance objectives, resource allocation, motivation and building morale.
• Develop, train, evaluate, & coach staff to provide cost effective customer service while ensuring high quality standards.
• Create and maintain tools, job aids & training materials to help employees in their efforts to resolve issues and improve their relationship with customers.
• Responsible for change management during the CSO transformation
• Ownership of accurate capacity planning and providing backup solutions in case of emergency
• Monitors and coordinates all customer service activities (including order entry, quotations, contract management, follow up data, invoicing, creation, and maintenance of customer data, complains
handling) and communication between other departments for items related to customer service operations.
• Collect, analyze and report on KPI’s to continue improve the service operations. Own Key Performance Indicators relative to customer satisfaction, and as defined.
• Develop and implement productivity guidelines that will be met by each team member to ensure high levels of customer satisfaction.
• Develop & implement appropriate processes and metrics to measure customer success and delivery against customer expectations & SL’s e.g. ticket management, time to response/resolution…
• Install a culture of accountability & ownership for resolving issues.
• Develop and implement new processes to increase efficiencies with regards to customer service support based on the defined CSO Roadmap and Cards Strategy. Responsible for successful implementation of CSO roadmap and Cards Strategy. Manage the projects or contribute to successful project preparation and implementation.
• Become immersed in the new customer service operations technologies and processes. Keep up to date in the domain, exchange knowledge with externals and become the Expert in Customer Service Operations trends, technology, and innovation
• Responsible for all aspects of day-to-day management of team members including performance objectives, resource allocation, motivation and building morale.
• Develop, train, evaluate, & coach staff to provide cost effective customer service while ensuring high quality standards.
• Create and maintain tools, job aids & training materials to help employees in their efforts to resolve issues and improve their relationship with customers.
• Responsible for change management during the CSO transformation
• Ownership of accurate capacity planning and providing backup solutions in case of emergency
• Monitors and coordinates all customer service activities (including order entry, quotations, contract management, follow up data, invoicing, creation, and maintenance of customer data, complains
handling) and communication between other departments for items related to customer service operations.
• Collect, analyze and report on KPI’s to continue improve the service operations. Own Key Performance Indicators relative to customer satisfaction, and as defined.
• Develop and implement productivity guidelines that will be met by each team member to ensure high levels of customer satisfaction.
• Develop & implement appropriate processes and metrics to measure customer success and delivery against customer expectations & SL’s e.g. ticket management, time to response/resolution…
• Install a culture of accountability & ownership for resolving issues.
• Develop and implement new processes to increase efficiencies with regards to customer service support based on the defined CSO Roadmap and Cards Strategy. Responsible for successful implementation of CSO roadmap and Cards Strategy. Manage the projects or contribute to successful project preparation and implementation.
• Become immersed in the new customer service operations technologies and processes. Keep up to date in the domain, exchange knowledge with externals and become the Expert in Customer Service Operations trends, technology, and innovation
Employee perks, benefits
• 3 additional vacation days
• Additional Pension Insurance (DDS Tatra Banka)
• Gastro Card or Meal Cash Allowance
• Routex Card with discounted fuel for employees
• English/German Language Education Contribution
• Jubilee Benefit
• Child Birth Bonus
• Medical Care Program
• Multisport Card
• Referral Program
• Parking/Commuting allowance
• Santa Claus Packages
• Sickness Policy
• Teleworking (8days/month)
• Additional Pension Insurance (DDS Tatra Banka)
• Gastro Card or Meal Cash Allowance
• Routex Card with discounted fuel for employees
• English/German Language Education Contribution
• Jubilee Benefit
• Child Birth Bonus
• Medical Care Program
• Multisport Card
• Referral Program
• Parking/Commuting allowance
• Santa Claus Packages
• Sickness Policy
• Teleworking (8days/month)
Requirements for the employee
Candidates with education suit the position
University education (Bachelor's degree)
University education (Master's degree)
Postgraduate (Doctorate)
University education (Master's degree)
Postgraduate (Doctorate)
Language skills
Slovak - Proficiency (C2) and English - Upper intermediate (B2) and German - Advanced (C1)
Personality requirements and skills
• University Education – preferably economics, business
• Relevant professional sales experience of min. 3 years
• Proven track record in leading operations and teams
• People management and team leading capabilities
• Strong knowledge of organizational effectiveness and operations management
• Strong ownership and accountability
• Ability to effectively communicate with all levels of the organization and strong client-facing
communication skills
• High level of dealing with ambiguity to prepare and drive process improvements in the team and/or on department level
• Relevant professional sales experience of min. 3 years
• Proven track record in leading operations and teams
• People management and team leading capabilities
• Strong knowledge of organizational effectiveness and operations management
• Strong ownership and accountability
• Ability to effectively communicate with all levels of the organization and strong client-facing
communication skills
• High level of dealing with ambiguity to prepare and drive process improvements in the team and/or on department level
Advertiser
Brief description of the company
BALANCED HR s.r.o. is a personnel-consultancy company based on market knowledge and many years of international experience in the areas of search and selection of candidates for a wide range of industries (automotive, mechanical engineering, electrical engineering, food processing, ...), energetics, trade, logistics, finance, IT and telecommunications.
The company is a holder of a licence to offer recruitment services.
The company is a holder of a licence to offer recruitment services.
Number of employees
20-24 employees
ID: 4783265
Dátum zverejnenia: 13.3.2024
2024-03-13
lokalita: Bratislava Pozícia: Customer Support Specialist, Team leader Spoločnosť: BALANCED HR s.r.o.
Pracovná ponuka je prevzatá z inej stránky alebo zdroja.
Základná zložka mzdy (brutto): 2 700 EUR/month