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Customer Service Team Leader
hace 2 meses
Location: Madrid
Time Type: Full-time
Job Requisition ID: R0641377
The role of Team Leader is responsible for managing, evaluating, developing, and leading Customer Service teams to ensure the effective implementation and execution of the organization's customer service and administration strategy.
The Document Management and KAM Support Team Leader executes customer-centricity in their respective team across Italy, Spain, Portugal, and Andorra. This role develops their team and ensures operational excellence.
Key Responsibilities:
- People management: Facilitates information sharing and creates a collaborative working environment.
- Drives competence development in the team.
- Monitors and leads performance.
- Uses Customer Service data to bring forward ideas to improve customer experience.
- Ensures team compliance with company policies.
- Manages the team's operation within budget.
- Ensures processes are followed according to defined global processes.
- Meets KPI targets.
- Ensures customers' complaints are promptly replied to and followed up.
Professional Requirements:
- People leadership skills.
- Native speaker of Spanish; good level of English is an asset; Italian and Portuguese are a plus.
- IT knowledge.
- Prior working experience in Customer Service or Administration and team leading.
- Customer Management skills.
- Higher vocational diploma in technical or commercial sciences.
At KONE, we value innovation, collaboration, and employee engagement. We encourage participation and the sharing of information and ideas. Sustainability is an integral part of our culture and daily practice. We follow ethical business practices and seek to develop a culture of working together where co-workers trust and respect each other, and good performance is recognized. We offer a range of experiences and opportunities that will help you achieve your career and personal goals and enable you to live a healthy and balanced life.
