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Team Lead-Customer Service-French

Job Description

Job Title: Customer Service Team Leader-French

Department: Customer Service

Contract/ Permanent: Permanent

Job Purpose:

 This is an excellent opportunity for an experienced team leader to play a key role in the build-up of a shared services centre. You will build, develop and lead a team with a high performing ethos to meet and exceed performance goals. You will coach, engage and develop your direct reports. You will foster an open collaborative environment to develop and share best practice.

Key Responsibilities include:

  • The Customer Service Team Leader oversees daily activities of a customer service team (10-15 ppl)
  • Build and develop a newly formed customer services team in shared services call centre
  • Provide daily leadership to customer service team to meet and exceed customer expectations and business targets
  • You understand the importance of KPI’s and have the ability to implement, analyse and continually  improve best practice processes
  • Respond to escalating issues in a quick, effective and courteous manner
  • Ensure timely processing of customer orders and resolve customer disputes
  • Identify system and workflow improvements to enhance the team's efficiency
  • Use your extensive experience and judgment to plan and accomplish goals

The Customer Service Team Leader is expected to demonstrate Extensive experience in the Customer Support Function competency

  • Contribute to development of customer service strategies and plans
  • Participate in successful implementation or process improvement
  • Contribute to the establishment of best practices for customer service
  • Evaluate the key relationships and dependencies with other business functions
  • Call Centre Administrator Skills & Competencies

 Essential Competencies/ skills 

  • Fluent French and professional English
  • Previous Customer Service / Call  Centre experience is essential 
  • Previous people management experience within Customer Service essential(minimum 2 years)
  • Project management
  • Metrics analysis
  • Organized – Prioritization - Rigorous
  • Autonomous
  • Listener  - Good communicator
  • Ability to manage complex situation (difficult interlocutors…)
  • Teaching / Training skills
  • Customer & Solution oriented
  • Flexibility
  • Superior Excel skills



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