Customer Care Team Manager - Croatian/Serbian - Cluj-Napoca

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Position: Croatian/Serbian Customer Care Team Manager

Location: Cluj-Napoca, Romania

Employment type: Full-time

Remuneration: Base salary.


  • Apply a process of continuous review, management of absenteeism and attrition for all Advisors in the team, ensuring return to work and exit interviews are completed

  • Review and monitor work performance of all Advisors

  • Undertake quarterly performance reviews and 1:1 monthly meetings with each Advisor

  • Ensure Advisors are recognized and rewarded for outstanding achievements/performance

  • Provide clear direction and guidance

  • Facilitate a culture of open and honest 2 way communication

  • Maintain an environment which supports the spirit of teamwork, where Advisors take pride in working for the company

  • Ensure actions from employee satisfaction survey are implemented and continuously reviewed

  • Coach, develop and motivate Advisors by providing the skills and knowledge to perform their job, together with opportunities for skills expansion and career development

  • Monitor Advisor calls in line with CLOE, either via deskside or remote monitoring, across a sample of transaction types

  • Ensure accurate and timely communication of any client/campaign issues to Operations Manager

  • Ensure appropriate actions are taken to improve client satisfaction survey scores

  • Implementation of the GOS processes.


  • Native/advanced level of Croatian/Serbian language and B2-C1 English

  • Impeccable etiquette

  • High level of self-motivation

  • Analytical thinking, flexibility, ability to work under pressure

  • Strong communication skills, people and employee motivation skills

  • Strong customer and service orientation

  • Above average target achievement in the most important project KPIs

  • Structured way of working

  • Familiarity with ticketing systems

  • Early adopter of technology

  • Dependable, reliable and able to perform duties with minimum supervision

  • Ability to interact positively with peers and supervisors.


  • Unlimited contract

  • Private medical insurance

  • Relocation support with accommodation for employees from abroad

  • Retention bonus

  • Meal cards

  • Transportation support and extra payment for night shifts

  • Shifts on weekly rotation with colleagues covering line availability from Monday to Sunday - 24/7

  • Performance bonus

  • A dynamic and creative team with positive and friendly atmosphere

  • Guidance and tools to reach your full potential.

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