Customer Service Team Leader (Portuguese Speaking)

  • Customer and Product
  • Sliema, Malta

Customer Service Team Leader (Portuguese Speaking)

Job description

The Job

To supervise, manage and motivate a group of 10-14 Portuguese/International Customer Service Agents ensuring the achievement of key objectives to drive customer service within his/her team. 

Job requirements

Job functions

  • Leading the team in day to day activities and ensuring team KPI’s & targets are exceeded and a high quality of service given to customers and internal departments.
  • Ensuring that all company, departmental and individual objectives are clearly identified and communicated.
  • Managing team productivity and general productivity adherence / driving the development of team members to maximize performance.
  • Assessing performance and providing constructive feedback to develop and liaising closely with the Training and Quality team regarding team training needs.
  • Manage all personnel issues in conjunction with company policy.
  • Liaising with other departments that have a direct impact on the customer journey (IT/WFP/Marketing etc).
  • Providing status updates/reports to senior management (both scheduled and ad-hoc).
  • Support Customer Service agents with internal escalation procedures.

Skills/competencies required:

  • Leadership and Vision – Ability to inspire team with a clear vision and purpose;
  • Strong people management skills;
  • Ability to establish, track and meet key performance indicators for the CS staff with regard to quality, efficiency, sales and customer satisfaction;
  • Strong customer service focus with the ability to work under pressure;
  • Ability to analyze/problem solve and deal with escalated complaints;
  • Strong organizational, interpersonal, oral and written communication skills;
  • Ability to interact with peers, senior management and other departments in a professional manner;
  • Effective time management skills & a strong sense of initiative;
  • A demonstrated ability to self-motivate, work in teams, and be flexible within a fast-paced and changing environment;
  • Very result driven with good follow-up skills and an ability to manage high workloads and projects towards tight deadlines.