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

Position: Croatian/Serbian Customer Care Team Manager

Location: Cluj-Napoca, Romania

Employment type: Full-time

Remuneration: Base salary.

DUTIES AND RESPONSIBILITIES:

• 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.

REQUIREMENTS:

• 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.

OFFER:

• 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.