Claims Customer Service member increasing lead generation efforts for Hellas Direct. Responsible for customer inquiries, garage support, and platform management.
About the role
- Customer Care Team Leader overseeing customer care team at Volton, leading development and performance management initiatives. Focused on process improvements in customer service delivery.
Responsibilities
- Lead a team of 10-15 Customer Care representatives of mixed skillset Real-time monitor of the team’s performance across touch points Voice, Written, Social
- Lead the daily pre shift briefings
- Support the development of your team of customer care advisors through: Contacts quality assurance, On the job coaching, One-to-one meetings
- Support the performance management model by achieving agreed KPIs
- Create exceptional customer experiences by actively participating in CX initiatives including but not limited to detractors analysis, voice of the customer, pulse weekly meetings.
- Identify team development opportunities and process improvements
- Manage outbound voice recurring campaigns by leveraging available workforce and real time performance
Requirements
- Prior working experience of at least 2 years as a customer service team manager in a contact center
- Excellent written and verbal communication skills
- Fluency in English, with additional languages being an advantage
- Passion for providing exceptional customer service
- Ability to inspire and guide a team, delegate tasks
- Ability to plan, organize, effectively manage time
- Experienced user of CRM software and other customer support tools
- Previews working experience at telco and energy industry in a leadership position
- Flexible on working in shifts, depending on business needs
Benefits
- Indefinite Contract
- Competitive Compensation: Attractive salary and bonus scheme
- Flexible working model (we prioritize the human to human interaction)
- Health insurance: Group health & medical insurance package
- Access to Volton products exclusively designed for our people Continuous training and professional development
- Career path opportunities within Volton Group
- Modern offices with break out rooms, restaurant-coffee shop
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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