Customer Service and Admin (CS&A) Team Lead

Our client is an international European MNC that has a strong global presence and a market leader in engineering innovation and digitalization. 

Job Description:

• The Customer Service and Admin (CS&A) Team Lead is responsible for the Customer Service and Admin Organization in the Frontline comprising of the Customer Service (callouts, inbound queries and outbound surveys and core 3 nurturing), Customer Service Admin and Workplace teams.
• CS&A Team Lead actively drives customer centricity in the entire organization, develops the CS&A team and ensures operational excellence in the CS&A teams.

Responsibilities:

• Lead, manages, evaluates, and develops Customer Service and Admin Organization to ensure that the organization’s customer service and administration strategy is implemented effectively, consistently, and according to the established guidelines and budgets
• Assures that daily work performed follows generally stated objectives as well as cost-effectiveness and competitiveness and is completed with quality, on time and within budget.
• Manages general communication and collaboration with FL representatives (e.g. Maintenance Operations Excellence Manager, Offering and Sales Development Managers) and with Shared Service Centers (SSC)
• Distributes tasks and levels the daily workload, if needed
• Manages directly special requests from the FL or helps Customer Service and Admin Organization workforce to answer
• Coaches and drives competence development in the team and makes sure there is a career path for all team members
• Drives Behavior to represent as one team towards the customer
• Uses Customer Service data to bring forward ideas to improve customer experience
• Balances between operational and long-term developments
• Manages FL CS&A operations
• Responsible for managing the customer service and administration activities within budget
• Ensure processes are followed according to defined global processes
• Responsible to implement and ensure proper working of new tools / processes / systems
• Responsible to meet KPI targets
• Create a friendly and desirable working environment to minimize turnover rate
• Responsible to ensure that customers’ and internal queries and complaints are promptly replied and followed up

Requirements:

• University degree in commercial or technical sciences or similar through experience
• Good spoken and written English and local languages
• Basic skills with MS Office tools and applications
• Preferably at least 2 years of experience on leadership
• People Management skills
• Leadership experience
• Solid communication skills (written + spoken)
• Previous work experience in customer service and administration and/or strong understanding of customer needs from a relevant industry
• Experience: 3 to 5 years in customer service and admin team lead position, preferably with one company. From rank and file to leadership role.