Customer Support Representative at IQVIA handling customer inquiries and resolving issues efficiently while maintaining service quality standards. Managing incoming requests and participating in departmental goal - setting.
About the role
- Customer Service Manager leading a multilingual team based in Lisbon. Shaping customer experience and service quality for a European international company.
Responsibilities
- Lead, coach, and develop a multilingual team of agents.
- Set and track KPIs
- Conduct regular performance reviews and support agent growth.
- Ensure high-quality customer interactions across calls and emails/tickets.
- Review tickets/calls for quality assurance.
- Resolve escalated issues with professionalism and empathy.
- Oversee scheduling and ensure adequate team coverage.
- Monitor ticket flow and implement process improvements.
- Maintain and update SOPs and knowledge base content.
- Track and analyze key service metrics.
- Provide regular reports to senior management (remote)
- Identify trends and suggest service enhancements.
- Guarantee service consistency in English, French, and German.
- Support internal teams with customer insights and feedback.
- Coordinate with HR, IT, and Product teams on hiring, tools, and system updates.
- Drive initiatives to improve customer satisfaction and team efficiency.
- Promote best practices and innovation in customer service delivery.
Requirements
- Empathetic Leadership
- Resilience & Calm Under Pressure
- Strong Multilingual Communication
- Analytical & Solution-Oriented Mindset
Benefits
- Competitive package
- An opportunity to be part of a dynamic, international team
- A role in a growing company with potential for career advancement
- A supportive work environment that values collaboration and innovation
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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