Customer Service Team Lead
Insignia Lifestyle Services s. r. o.
Digital Park I, Petržalka
full-time, trade licence
1 800 EUR/month
Information about the position
Job description, responsibilities and duties
- Team coordination and oversight,
- Interdepartmental coordination and collaboration to help our company to meet profitability goals.
- Coordinate Customer Service Team
o Manage employee schedules and ensures that the department is adequately staffed during peak times. Additionally, the customer service team leader also answers team members’ questions and provides advice.
- Provide Direct Customer Support.
o Answer phone calls or emails from customers to provide quick resolution of issues and questions or provide assistance to a team member. Assist Customer service agents during department’s busiest times.
- Review and Resolve Escalations
o If a customer service team member is unable to resolve a customer’s question or complaint, it will be escalated to the customer service team leader. Team leader then identifies a solution to the customer’s query or directs them to another department that can provide assistance. Managing escalations requires significant customer service skills and diplomacy to ensure that the customer is satisfied.
- Evaluate Team Members
o Conduct periodic reviews and evaluations of team members. The customer service team leader will also make recommendations to Head of Customer Excellence if an employee is consistently not meeting expectations or above.
- Support Process Improvement
o Improve overall department and organization efficiency and performance by identifying opportunities to enhance internal processes. Gather data related to customer contact and interactions and use this data to prepare reports and analyses of which processes are working and which can be improved
- Train New Hires
Employee perks, benefits
- Working for one of the best international lifestyle management companies.
- Career growth.
- 25 vacation days.
- Exclusive discounts for flight tickets/ hotel deals when booking a personal vacation.
- Working in family environment.
- We love dogs in our office, if you'd like to bring yours in :)
- Fun teambuildings.
- Other company benefits.
Information about the selection process
Requirements for the employee
Candidates with education suit the position
Follow-up/Higher Professional Education
University education (Bachelor's degree)
University education (Master's degree)
Educational Specialization
Language skills
Other knowledge
Number of years of experience
Personality requirements and skills
- Strong background in customer service, ideally in banking, finance or luxury segment
- At least 2 years of experience as Team Lead
- Excellent communication abilities in English (C1 level)
- Problem-solving skills
- Experience managing a team, experience with managing an international team is a plus
Advertiser
Brief description of the company
Our philosophy champions bespoke servicing, exclusive access, valuable intelligence, emerging trends, an extensive network of partners and unparalleled industry specialists.
As an international company headquartered in London, our reach is truly global in scale, with offices established across Europe. We are innovative in our delivery and the customer is at the forefront of our success. With this culture we value Independent thinking, Assertiveness & Collaboration.