What we’re looking for
Dynamic, passionate and proven people who want to make a positive difference with the people they work with and customers we support. Have the ability to thrive in a fast-paced, high pressure and challenging environment where everyone is empowered and committed to deliver the best in industry customer experience. Bilingual with English (written and spoken) is a given, as is a ‘can do’ attitude and a thirst to learn and develop professional and soft skills.
Duties & responsibilities
Manage team to deliver exceptional customer service across technical lines
Training and coaching team members to support their personal development
Act as a primary escalation point for operational issues in the team
Supports the team to ensure Tek Experts meets the goals and expectations of our customers
Provides accurate and timely communication to all applicable parties on any customer support issue
Attends regular operational and business review meetings
Monitors specific KPIs to ensure proper delivery of the business
Participates in reviewing processes and workflow to diagnose areas for improvement
Builds and sends updated reports to management team (site manager, global operations manager, office manager, etc) as required
Serves as contact point for customer’s delivery management
Handle, monitor, coordinate and manage all escalated cases
Proactively proposes improvement plans where gaps are noticed
Skills and competencies
Demonstrable experience leading a support team of at least 20 team members
Strong organizational, planning, leadership and management skills with a confident and professional manner
Strong English communication skills with excellent presentation skills
Excellent soft skills, including conflict resolution, influence and negotiation skills
Critical thinker and ability to make decisions
Ability to work under pressure in a highly targeted environment
Committed to self-development and the development of others
In return, we offer you
An excellent remuneration package
Prestigious offices all around the world
Friendly working atmosphere
Continuous professional development and certification programs
A commitment to offer you career development opportunities to meet your full potential
Apply via :
www.tek-experts.com
