Dutch Customer Service - Team Leader - Athens
Are you looking for a new job opportunity within an international company where you can grow and make use of your skills? Do you have team-leading experience managing customer support teams?
If the answer is yes, please keep reading!
Responsibilities:
- Apply a process of continuous review and proactive management of absenteeism and attrition for all Advisors in the team, ensuring return to work and exit interviews are completed.
- Continually review and monitor work performance of all Advisors against agreed KPI’s, instigating appropriate corrective action, using performance management tools, to manage any shortfall.
- Undertake formal quarterly performance reviews and 1:1 monthly meetings with each Advisor, ensuring objectives are continuously reviewed and linked to business KPI’s.
- Ensure Advisors are recognized and rewarded for outstanding achievements/performance in line with company mission and values.
- Facilitate a culture of open and honest 2 way communication, ensuring key messages are cascaded to all team members, encouraging feedback and sharing of ideas and best practice.
- Maintain an environment which supports the spirit of teamwork, where Advisors are committed, loyal and take pride in working for the company; ensure actions from employee satisfaction survey are implemented and continuously reviewed.
- Coach, develop and motivate Advisors by providing the skills and knowledge to perform their job, together with opportunities for skills expansion and career development.
- Ensure appropriate actions are taken to improve client satisfaction survey scores.
Requirements
- Native our proficient Dutch (C2) (mandatory)
- Advanced level of English (at least C1) both verbal and written (mandatory)
- Minimum of 12 months of call center experience preferably as Team Manager or product specialist
- Evidence of effective interpersonal, coaching, and leadership skills
- Excellent telephone, keyboard, verbal and written communication skills
- Logical and objective approach to call assessment
- Ability to organize and prioritize, set priorities and multi-task
- Office based position in Athens, Greece
Benefits
- Competitive Salary: 1.450 euros gross per month (14 payments)
- Performance bonus
- Fully paid training
- Permanent contract
- Support with paperwork (afm-amka)
- Private healthcare
- Continuous learning/development opportunities
- Competitive career opportunities
- A safe, friendly, diverse, supporting and technological company
- International and multicultural environment (celebrations, initiatives to develop your skills and events to increase the team spirit)
- Fitness room in our premises & Personal Trainer