CUSTOMER SERVICE TEAM LEADER

Qualifications & Competencies

- Bac+2 level.

- Minimum of 3 years of experience in customer management and relations.

- Good oral and written expression in French.

- Ability to work in a hurry.

- Autonomous, efficient and methodical.

- Sense of service to others: availability, honesty.

- Organized and rigorous.

- Experience in the field of telecoms (ADSL, FFTO, FTTH, SDSL....)

Responsibilities

- Participate in the call response as soon as the need arises.

- Analyze the activity and flows (calls, emails, portal, etc.) of the Customer Service.

- Create reports and indicators.

- Set up the most appropriate organization and resources to handle customer requests with the expected level of quality and service.

- Organize the service, the substitute and the distribution of tasks.

- Manage team meetings: agendas, minutes and action plans, organization and management of meetings.

- Manage schedules.

- Coordinate the department's actions.

- Ensure continuous improvement of the quality of service.

- Participate in the drafting and proper use of procedures in the group's documentation tool.

- Measure, track, and maintain a high level of customer satisfaction.

- Be the first level of escalation of your team's requests.

- Support the drafting and formalization of procedures.

Requirements

- Leading, managing and uniting the team.

- Sharing and ensuring that best practices are followed.

- Ensure the development of the team's skills (recruitment, training, etc.)

- Communicate and circulate information to your team in terms of objectives and results.

- Conduct performance reviews.