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 CUSTOMER SERVICE TEAM LEAD - German or Dutch or Polish or Spanish speakers

Empresa: Truphone
Tipo: Tempo Inteiro
Data: 5-5-2017
Zona mais emprego Lisboa
Categoria mais emprego Call Center / Help Desk
Referencia # 3837282

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CUSTOMER SERVICE TEAM LEAD - German or Dutch or Polish or Spanish speakers
Oeiras, Lisbon, PORTUGAL – FULL TIME

We are looking to recruit Team Leaders in each of the Spanish, Dutch, German and Polish teams. You will lead a customer service team through the proactive management of all customer service matters. You will be responsible for making effective use of people and resources and hold direct accountability for achieving and setting customer service targets. English is the main business language in the company, so your English language skills must be of a high standard – both written and verbal and you will need to be fluent in at least one of the other languages to be considered.

This is a fantastic opportunity to join an innovative international mobile telecoms company working with leading edge technologies. The roles are permanent and full-time and you would be required to work on an 8 hour shift pattern (covering Monday-Friday between 8am and 6pm).

The Role
• Monitor and develop team members to ensure speed and professionalism of service and adherence to company and customer SLA's
• Control and monitor work output across the team via setting and monitoring workflow to ensure all agreed targets are met
• Define and agree KPI's & performance goals for all team members, and identify training needs
• Deliver appropriate training and assess progress in performance development reviews
• Plan, deploy and manage all team members' activities on a day to day basis
• Record statistics and performance levels of staff and customer issues and prepare related reports
• Organise staffing, including shift patterns and the numbers required to meet demand
• Identify failure to meet SLA and suggest process improvement/effect resolutions.

Skills and Experience required
• Helpdesk, customer service or call centre management/team leading experience
• Essential – must be fluent in English plus one of the following languages – Spanish, German, Polish or Dutch
• Preferred – good knowledge of the Telecoms sector, both GSM and VoIP
• Excellent team, performance, planning and process management skills
• Excellent customer relationship management skills
• Good team work, organisational and time management skills; analytical skills; keen attention to detail
• A professional telephone manner and call management skills
• The ability to understand technical jargon and translate it into plain English
• Thorough working knowledge of MS Office, ticketing systems
• The following tools/technologies would be a bonus : My SQL Querying, SIP, TCP/IP, LAN, DSL, Wi-Fi

Truphone employees use the latest software, hardware (and gadgets) available to deliver the best possible service for their users and offer a pleasant and friendly working environment in attractive offices. Excellent salary package plus bonus and other benefits.

Please email your CV/Resume to us in English at Truphone – ---@--- .

The Company
We're changing the way the world communicates and in doing so creating a whole new set of possibilities. Our global network and patented SIM technology powers connectivity for any device anywhere. We deliver game-changing products and services: mobile recording for compliance, international mobile business plans and Internet of Things (IoT) solutions. Nine of the world's leading investment banks trust Truphone for their mobile recording compliance. More than 3,500 companies choose us as their business mobile provider. Headquartered in London, Truphone has 10 offices worldwide.

To learn more, visit www.truphone.com or for more information on the company please click on the URL here : https://vimeo.com/*********



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