Informacje o stanowisku

For our Client, we are now looking for a Customer Service Team Leader with English to join a newly formed team. This is a unique opportunity to work in a dynamic, international environment where you will have a real impact on shaping and optimizing customer service processes for English-speaking markets.

If you have the experience in the similar role, speak English on a very good level, and want to have a real impact on the companys operational success, apply now and help us build the future of Customer Service department!

What we expect

• Bachelors or Masters degree (Higher Education)
• min. 3-5 years of experience in a similar position in customer service
• proven experience in effectively leading, motivating, and developing a team
• experience in SSC
• fluent English (minimum C1 level)
• working knowledge of ERP systems (e.g., SAP), CRM (e.g., Salesforce), and tools such as Freshdesk
• excellent analytical and problem-solving skills
• exceptional communication and interpersonal skills
• openness to business trips

Employment agency entry number 47

this job offer is intended for people over 18 years of age

What we offer

• opportunity to be a part of a new drepartment with dynamic career path development,
• real impact in building new team and new process,
• full employment contract,
• hybrid model available after the implementation period (approx. 3 months),
• modern office,
• attractive benefits package (e.g. healthcare program, lunch card, sport card, cafeteria platform),
• attractive bonus system.

Your tasks

• supervising and managing a team of Customer Service Agents, including monitoring their performance and quality of work.
• establishing and implementing customer service standards.
• resolving the most complex and critical customer issues.
• managing the Order-to-Cash (O2C) process and resolving complex issues.
• collaborating with Centers of Excellence (CoEs) and IT to support system improvements and digital initiatives.
• maintaining and updating process documentation (SOPs, Playbooks) and the knowledge base for standardization.
• monitoring KPIs and SLAs, identifying gaps, and leading continuous improvement initiatives.
• acting as a second point of contact for inquiries and complaints, escalating complex issues.
• collecting and analyzing the most common customer issues to develop strategic solutions.
• representing Customer Service in regional and interdepartmental meetings (e.g., S&OE) and supporting sales goals.

Poznań - Oferty pracy w okolicznych lokalizacjach