Reporting to the Customer Service Manager, you will lead your team to support and service the country’s trade. You will support the Customer Service Manager by leading a team of customer facing agents and managing the end-
to-end processes together with colleagues in Global Service Centres.
You will lead, guide and shape your team, which includes being fully accountable for the team performance, quality and improvement of process execution.
You will further be responsible for coaching and personal development of the team members.
Build a highly-engaged and motivated team - manage boundaries and ensure effective and dedicated workforce.
Accountable for the performance of the teams in the country as well as in global service centre (GSC).
Lead the team to drive continuous improvement, define and monitor team performance against KPIs and targets and ensure corrective actions are taken as needed.
Actively support implementation of local and global initiatives.
Develop the team’s competencies through challenging and stretching assignments.
Develop a professional and customer-focused Customer Service team through role-modelling and leadership.
Provide regular coaching to direct reports enabling the development of the leadership pipeline and the personal growth of team members.
Drive and support functional transformation efforts.
Drive commercial actions and awareness within own team and with colleagues across functions and countries.
Define and drive actions to improve E2E process performance.
Take ownership in resolving cross-team and cross-functional issues and escalations.
3 - 5 years of experience in Customer Service. Preferably leadership responsibilities and proven abilities in building effective teams.
University graduate (International Commerce, Business Administration, International Business preferred)
Advanced English (oral and written)
Advanced Spanish (Native)
Passion for delivering world class Customer Experience to our customers.
Interpersonal skills and organisational agility.
Effective leadership and coaching skills.
Strong business acumen and excellent commercial knowledge with understanding of the market landscape.
High sense of ownership and the ability to serve our customers through E2E processes.
Excellent communication skills.
Strong self-initiative and result-driven with high focus on execution / delivery.
Ability to deliver high performance during transformation.
Driven by the Company’s values preferred.
Ability to work under fast-paced / changing / stressful situations
Excellent communication skills
Team player within own team and cross-functional
MS Office (reporting and dashboards) knowledge preferred
CRM knowledge preferred