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Customer Service Team Manager

Customer Service Team Manager
Kindred Group
woensdag 30 oktober
Sliema, Malta
20 hebben gesolliciteerd

As an experienced customer support professional, you will use your team building skills to work alongside 10-20 colleagues who deal with a key market, to forge a close-knit harmonious team.

The player experience team leader / customer service team manager belgium helps agents to provide first- class customer support and advice within a contact centre environment. You will also assist the customer support operations manager in the smooth running of the department as well as manage ad-hoc projects when required.

What you will do

  • Assure consistently high quality customer support to satisfy strict deadlines and KPI’s
  • Assess the competencies of your team members to identify strengths and define ways to reach their full potential through real-time coaching
  • Conduct frequent one-to-one meetings with individual team members if/when required
  • Be accountable for customer satisfaction (CSAT) score for all markets related to your team
  • Act as a mentor for customer services agents and lead by example
  • Maintain high levels of product knowledge so that appropriate guidance is always provided
  • Support administrative tasks within the team
  • Facilitate smooth communication flow between the head of customer service, customer service operations manager and all other departments
  • Be the point of contact for customer support agents inside and outside your team
  • Anticipate and evaluate risks in your department and handle any obstacles to achieving set targets and goals
  • Support the talent acquisition partner by attending interviews and giving feedback on the best candidates
  • Reach quarterly and end of year goals set by the company


How will success be measured in this role

  • CSAT, live contacts, email response time and other key indicators set by the company
  • Leadership skills
  • Communication skills
  • Contribution to the team managers’ group
  • Regular performance reviews with your line manager
  • Acting in line with Kindred Group values
  • Successful completion of all relevant training and other compliance activities that support Kindred’s sustainable and responsible growth


Your experience

  • A team management role and a proven track record of target driven performance
  • Sound experience in a Customer Support environment
  • Fluency in written and verbal English essential, French and Dutch would be advantageous to the role
  • Excellent communication skills – e-mail, chat and telephone
  • A natural team player who leads by example
  • Business management skills: understand strategy, business functions, manage conflicts
  • Ability to work well under pressure and with minimum supervision
  • Open to giving and receiving constructive feedback


Application process

Click on the “Solliciteren” button and complete the short web form. Please add a covering letter in English to let us know your motivation for applying and your salary expectation. Our Talent Acquisition team will be in touch soon.

Solliciteren

Sliema, Malta

Kosten van levensonderhoud

Bröd
Brood 0.4 Eur
Een cappuccino 2 Eur
Bioscoopticket 8 Eur
Maandelijks abonnement fitness club 56 Eur
Maandelijks openbaar vervoer 27 Eur
Taxirit 5 km 13 Eur
Klein appartement 801 Eur
Middelgroot appartement 1 056 Eur
Groot appartement 1 232 Eur

Waar de stad on uitblinkt

9/10 Veiligheid
8/10 Gezondheidszorg
8/10 Tolerantie
6/10 Vrije tijd & Cultuur

Klimaat- en milieukwaliteit

47.5 / 100 Afvalverwerking
40 / 100 Kwaliteit van het drinkwater
45 / 100 Schone en opgeruimde woonomgeving

Verkeer

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