Team Leader Customer Service Ref. No: 7085

Our Client is a global leader in providing  products and systems within healthcare and life sciences which is active in over 40 countries. The company is expanding rapidly and will double in size over the coming years. 

The company’s SSC in Krakow provides mainly financial, customer service and HR services to the entities within the Client’s Group.

Region: Kraków, małopolskie

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Requirements:

• Advanced knowledge of Microsoft Office, (especially excel) and SAP as well as other Customer Service tools
• Fluent English 
• Relevant experience in a Shared Services or similar environment, preferably on Team Leader or Team Coordinator position
• Proficiency in Customer Service processes
• Very good communication skills especially via calls, ability to maintain professional business contacts with internal and external customers
• Flexibility to travel and take part in the transition process (knowledge transfer from other country outside Europe)
• Very good Customer Service skills and strong customer driven focus.
• Leadership skills
• Pro-activeness and driving improvements
• Working time to East Coast US time

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Responsibilities:

• Who are we looking for? 

• To newly established US & Canada Department we are looking for candidates willing to support further development of this department via taking part in transition process as well as helping to implement taken over processes in the receiving team.

  This position will grow with time, as will the whole department – after transition period, the focus will shift to making the processes as efficient and simple as possible, to which all employees can greatly contribute. 

  If you are interested in helping to build a new department within an existing SSC we invite you to read on!

• Manage Customer Service operations (Order entry and Contract Management) for assigned team on a day-to-day basis to meet the decided objectives, targets and metrics,
• Coordinate daily work and customer availability of the team, taking into internal and external Client’s time zone,
• Ensure that quality and operational excellence objectives and targets are fulfilled for the team,
• Ensure delivery according to customer and process requirements (SLA),
• Ensure high level of service for Internal Clients,
• Delegating the targets to the team member through regular communication, planning and performance reviews (always with higher manager assistance),
• Provide operational support to team members,
• Handle client & customer communication and escalations,
• Monitor, interpret and report key performance indicators,
• Initiate and drive process improvement initiatives,
• Monitoring the competence development within the department.

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We offer:

• Interesting assignment, with possibility to influence a lot of factors as the function is still under construction
• Work in open environment within a well-rounded Management Team
• Attractive package

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