Customer Care Team Leader

BUSINESS/OPERATIONS

• Ensure that all customer requests are handled in a timely manner while maintaining high standards of quality and accuracy
• Reviewing customer feedback and making recommendations for changes in products or services to improve customer satisfaction with the company
• Developing reports that track customer complaints, inquiries, and problems to help identify areas where improvements can be made in the customer service process
• Serve as a liaison between customers and other departments within their organization to resolve issues, solve nonstandard cases or concerns that cannot be addressed by customer care coordinators alone
• Collaborate with other departments such as marketing or sales to ensure that customer needs are met
• Monitoring customer service response times to ensure that they are within company standards
• Coordinating with IT to troubleshoot problems with equipment or software that affects customer service operations
• Communicate with EUROWAG customers on the telephone line or via e-mail communication
• Gives incentives to improve the quality of services for clients
• Replenishment and registration of contracts, control of customer data, document archiving, blocks cards
• Submitting applications in Navision for the registration of vehicles in toll systems
• TMS (Ticket management system) – JIRA – daily activities
• Administrative activities related to logistics (if necessary)
• Is continuously educated and obtains the latest information within his field and to the extent of the work performed.
• Performs other work, according to the instructions of his superior, to which he is eligible on the basis of his qualifications.
• Adheres to the principles and guidelines defined by internal quality management regulations and procedures
• Observes order and cleanliness in own workplace, adheres to safety and fire principles and Clean Desk policy.
• Respects the EW value principles and environmental protection

People Management

• Leading a team of high-performing professionals
• Ensure that customer care team is making appropriate use of available resources, such as scripts or guidelines on how to handle specific situations, to provide effective customer care following company policies and procedures for all interactions with customers
• Training new employees in company policies, procedures, and ethics to ensure that they understand their role and responsibilities as a member of the customer support team
• Ensure that the right person is in right job, poor performers addressed quickly in respective teams
• Motivating and recognizing team members for extra achievements
• All employees have clear direction, accountability, and measurable objectives (KPIs based on sales strategy goals) which are regularly reviewed on tam meetings and assessed in team on minimum monthly bases
• Inspire the team and build “get things done fast, right and customer focused”
• Be a role model for fulfilling our values and an active supporter of the company culture, in direct team or in front of the customer, whether internal or external

Requirements

• Secondary school with graduation
• Communicative knowledge of English, min. pre-intermediate level, active knowledge welcome
• 5+ years’ experience in fuel card or toll provider, or financial industry with digital sales
• Knowledge of MS Office (especially Word, Excel)
• Team leading skills to motivate and drive team to high performance, teamwork and at the same time ability to develop fair, rewarding and highly ethical environment
• Be flexible and adaptable in a fast-paced environment
• Very good communication skills
• High level of customer orientation