Portugal Outsourced Customer Service Team Lead

hace 3 semanas


Madrid, Madrid, España Ab Electrolux A tiempo completo

Electrolux is a leading global appliance company that strives every day to shape living for the better. We share ideas and collaborate with our people from 100+ countries to develop innovative solutions for enjoyable and sustainable living.

We believe diverse perspectives make us stronger and more innovative. In our global community, we listen to each other, actively contribute, and grow together.

The Role:

  • You will report to the Customer Service Manager Iberia and be responsible for the relationship with the outsourced customer service partner, coordinating its activity while directly managing key customers in Portugal.

Responsibilities:

  • Maintain daily communication with the outsourced company.
  • Oversee their work and set priorities when needed.
  • Control KPIs (phone calls & emails SLA).
  • Be responsible for training the external Customer Service Agents.
  • Focus on reaching monthly target levels.
  • Manage Electrolux's key customers: Attend phone calls, Answer emails, Manage the portfolio of orders, Handle Returns & Claims.
  • Improve ways of working and processes.

About You:

  • Degree in Business or related fields.
  • Proven customer support experience or experience as a client service agent.
  • Previous experience in coordinating an outsourced customer service team is a plus.
  • Excellent communication and presentation skills.
  • Customer orientation and ability to adapt/respond to different types of characters.
  • Ability to multi-task, prioritize, and manage time effectively.
  • Knowledge of SAP, Excel, and Ticketing systems.
  • Language(s) needed are Portuguese, Spanish, and English.

Estimated Salary: €40,000 - €60,000 per year depending on experience.



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