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Customer Support Team Leader

Subotica

Job Description:

Customer Care in Telenor Serbia is set to be the best in delivering customer service excellence, leveraging customer interactions to drive cross sell and up sell while demonstrating operational efficiency;

  • The role of Customer Support Team Leader is to manage day–to-day operation of team to meet with the required standard, sales and service targets;
  • He/she will develop team to ensure delivery of a consistently superior customer experience in every contact by highly knowledgeable and customer-focused agents, making contact center profitable in inbound, outbound and written interactions;
  • Achieving all business and development goals of Online and Sales Support teams.

Requirements:

  • High school / College or equivalent experience
  • Minimum of 2-years in sales and/or channel support
  • Knowledge of Telenor’s services and processes
  • Ability of business communication and correspondence
  • Excellent skills of planning, organization and communication
  • Ability to express corporate strategy to motivate team members to achieve their goals
  • Ability to effectively and professionally work in a dynamic environment that is changing fast
  • Ability to work independently to achieve goals while respecting deadlines
  • Expertise in problem solving and conflict

Responsibilities:

  • Accountable for strategy input, execution and measurement of frontline supporting activities that meets the needs of the sales and call center channels and company KPI’s;
  • Work cross-functionally on continued operational and process flow evaluation to identify gaps and opportunities for improved CSAT, ESAT and KPI results;
  • Responsible for fast, accurate and high-quality services that perform to meet the expectations of internal and external users;
  • Responsible for the implementation of the vision and values of Telenor in their daily work with customers and employees;
  • Responsible for improving the performance team members;
  • Help customers with inquiries by providing them with effective solutions and answers;
  • Regular reporting on KPI and providing feedback to the team and to all relevant services;
  • Lead change and improved permanent;
  • Monitoring team members
  • Written communication monitoring, coaching and feedback, responsibility for delivery of defined customer experience in every interaction with customers;
  • Close cooperation with marketing in charge of improvements of written communication;
  • Compiling reports on team’s performance and customer feedback;
  • Create presentations (reports – regular and ad hoc) and present all relevant information on the work and results of the team;
  • Build team spirit;
  • Showing flexibility in tasks.

Joining our team will bring you benefits that will make your job even better:

  • You will be working in comfortable and functionally equipped working space
  • Relaxation zone for employees with Sony PlayStation and table football
  • Attractive salary package including great vacation bonus
  • Company phone and number with unlimited internet
  • Annual health check
  • Friendly and dynamic team who will support you from the beginning
  • Working experience in our Customer Support Team is a good starting point for continuing career development in Telenor

Hope to see you soon!

The position is through outsourcing agency.

Please apply by 28.03.2019.

Konkurs je istekao.

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