Service Centre Team Lead with English language

Place of work
Mlynské nivy 12, Bratislava
Contract type
Wage (gross)
From 1 700 EUR/monthMinimum base salary for this job from 1700 EUR gross/month/full time. Our offer to you may be higher based on your skills and experience and will include additional rewards and benefits.*

Information about the position

Job description, responsibilities and duties

For our new Service center team handling our customers in the UK we are seeking an experienced team lead with excellent English who will build the team spirit helping the team answer the customer inquiries over the phone, through emails or letters.

As a service center team leader, you are leading a team that will represent the company to the customer whether it be over the phone, through email or letters. You seek to create a positive experience for the customer by both you and the team answering questions, handling complaints and troubleshooting problems in each interaction.

Role requirements:
- Support the team take ownership of customer queries to ensure excellent outcomes for both them and the company
- Ensure team handle the customer queries incoming from various communication channels about the insurance product and policy they have purchased
- Ensure team process customer policy changes in the backend system, prepare correspondence and conduct initial claim triage
- Own the customer complaint investigation and respond to customer complaints
- Provide adequate training of team service agents on how to deal with policy holders
- Close liaison with the other teams including Operations, Finance and Compliance
- Ensure team provide excellent customer service
- Prepare the monthly reporting for sales partners including the detailed explanation of trends in service performance
- Review and continual improve the operational processes to further automation
- Participate in ad hoc projects and activities

About the Team

This is a rare opportunity to join a new business unit within an established company; combining the dynamic spirit of a start-up with the backing of Swiss Re's strong organization. We are a motivated team, organized to provide creative solutions for insurance distributors that engage with consumers in non-traditional ways. Customer experience and excellent service are paramount for us. We empower our team members to affect positive changes through customer interactions.

Requirements for the employee

Candidates with education suit the position

University education (Bachelor's degree)
University education (Master's degree)
Postgraduate (Doctorate)

Language skills

English - Upper intermediate (B2)

Personality requirements and skills

- You have experience in leading a customer service team
- You are skilled in verbal and written communication with the customers in English language
- You are customer oriented with the ability to show empathy and patience
- You are Customer Service driven passionate about high quality customer care
- You are able to work in a fast- paced environment
- You have strong interpersonal and communication skills
- You are proficient in English (written and oral)
- You are good at MS office and data entry skills


Brief description of the company

As the world's leading and most diversified global reinsurer, we offer as our core business financial services products that enable risk taking essential to enterprise and progress. Our company was founded in Zurich, Switzerland in 1863, and operates in more than 25 countries and provides its expertise and services to clients throughout the world. We combine financial strengths with experience, knowledge and creative thought to explore new opportunities in the interests of our clients, staff and shareholders.

Number of employees

1700 and more employees

Company address

Swiss Re Business Services (Slovakia) s.r.o.
Mlynske Nivy 12
821 08 Bratislava
Learn more about working in Swiss Re Slovakia.

ID: 3828341  Dátum zverejnenia: 16.10.2020  Základná zložka mzdy (brutto): 1 700 EUR/month