Customer Success Specialist improving client satisfaction and engagement through client management and support. Utilizing tools like Zendesk and JIRA to resolve issues effectively.
About the role
- Customer Success Team Leader leading a team at Anova providing industrial IoT solutions. Responsible for mentoring staff and ensuring high standards of customer service in Coimbra
Responsibilities
- Lead, mentor, and motivate a team of customer service representatives
- Monitor and evaluate team performance, providing feedback, coaching, and development opportunities
- Handle escalated customer inquiries and complaints
- Conduct training sessions and workshops to enhance skills of customer service team
- Identify areas for improvement in customer service processes and implement changes
- Prepare and present reports on team performance, SLA metrics, customer feedback, and key metrics
- Work closely with other departments to ensure seamless customer experiences
Requirements
- English Language – advanced level (oral and written)
- Computer skills (Microsoft Office)
- Knowledge of CRM and ERP systems
- Customer-centric mindset with strategic thinking ability
- Previous experience leading, mentoring or supervising a team (preferred)
- Ability to manage priorities, delegate tasks and meet deadlines (preferred)
- Experience monitoring KPIs and driving performance improvement (preferred)
Benefits
- Competitive compensation and reward strategies
- Sincere appreciation
- Opportunities for growth and advancement
- Benefits that support life and well-being
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