Trizma is a dynamic Business Process Service Provider, operating in South East Europe, offering to its global customers the next generation of outsourcing services.   ACCELERATE BEYOND is our approach to outsourcing in which we UNDERSTAND business of our clients and end user needs, EVOLVE the business processes and models and we ACCELERATE together to maximize the full business potential. We do all in a synergetic manner, achieving unique customer experience over time.

Client Relations Manager

Belgrade   

POSITION SUMMAR 

Builds and develops strong partnership with the client, based on a trust and values; cooperates with the team in order to improve the quality of provided services. Works closely with Customer Support Representative, and empowers the team in providing quality and timely service on a daily basis. By respecting key business indicators, enable clients to be satisfied with the service provided by the team. Good in organizing the work, planning, and delegating; understands the needs of the clients, as well as the demands of the business that client and employees are faced with. Identifies opportunities for service improvement, enhances team members and help them improve their work in providing additional value to the client. 

KEY AREAS OF RESPONSIBILITY: 

• Responsible for team leadership, as well as for improvement of common communication through timely and accurate provision of information for the purpose of joint development;
• Customer satisfaction by organizing a team that will provide quality information about a particular service in the appropriate time period;
• Respecting the agreed SLA with the client;
• Quality and timely reporting to the client;
• Responsible for data entry and monitoring of PNL status;
• Courses and trainings of new and present Customer Support Representatives at the Contact Center;
• Gathering and Providing Information – Outgoing Calls
• Gathering and providing information - Incoming calls 
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BASIC QUALIFICATIONS: 

• Secondary education;
• Preferred University degree in social sciences - linguistic orientation;
• Computer Skills - MS Office Suite - advanced level;
• English language - advanced knowledge - oral and written;
• 3 years of work experience in Contact center 

  PREFERRED QUALIFICATIONS: 

• Client / employee orientation (Understands employees’ needs, flexible);
• Entrepreneurship / Leadership (Innovative, Initiative, Impact on Others, Risk Takeover);
• Organizational skills (Planning, Resource Management, Delegation, Project Management);
• Self-management
• Readiness to take responsibility (Reliability, self-reliance);
• Leadership (Initiating others to action, determination, giving feedbacks);
• Communication (Clear and precise communication, presentation skills, listening skills);
• Learning and Development (Openness, Readiness for learning, acceptance of feedback, good self-assessment, self-learning);
• Personal organization (Personal priorities, time management, adaptability);
• Team work (Cooperative, takes personal responsibility in the team, good in provision and/ or acceptance of support);
• Conflict Management (Conflict solving skills, Empathy);
• Problem solving (Analytical skills, creativity);
• Intercultural sensibility (Awareness of diversity, intercultural flexibility, positive valuation of diversity);
• Integrity; 

Trizma is offering:  

• Long term employment opportunity for best performing candidates
• Performing services  for a multinational company
• Dynamic and responsible position
• Chance for a professional and personal development
• Advancement opportunity 
• Paid training

Deadline for applications: until fulfilled