Team Lead with German, French, Italian or Spanish

The Team Lead will be in charge of a team of Graphics Solution Customer Care Agents supporting our customer.

Information about the position:
  • Communicates directly with client on recovery issues and maintains composure in critical situations.
  • Responsible for employees’ satisfaction and development.
  • Enhancing the goal of quality support by providing individual coaching feedback sessions and one-on-ones that focus on improving quality of service, communication skills and technical ability. 
  • Monitor Care Center mailboxes and respond within defined SLA.
  • FollowdocumentedprocessusingService Planning and Scheduling.
  • Monitor,manageandfollowupbackordersandsupplychainescalations.
  • KeepcustomerandFSEsinformedviaemailorphone. Sendstatusupdateandtrackinginfo.
Job Requirements:
  • Highschooldiplomaorequivalent
  • 1+ year of experience as Team Leader in another BPO/ IT company
  • Previous experience in customer support is an advantage
  • ProficientinrelevantcomputerapplicationssuchasMSOffice
  • Excellent communication skills in English - verbal and written
  • Excellent communication skills in German, French, Spanish or Italian - verbal and written 
  • Good understanding of team dynamics, should be able to manage conflict and excellent communication skills
  • Significant customer handling soft skills for functions related to exception and complaints handling
  • Understanding of financial implications of actions taken
  • Ability to manage processes regardless of product type
  • Excellent organizational and leadership skills
  • Positive and open-minded attitude
  • Eager to learn, self-motivated and goal oriented
Information about the company: We are currently one of the largest IT service providers in Central and Eastern Europe with offices in Slovakia, Czech Republic, Bulgaria, Romania, Turkey and Poland. We employ over 800 qualified and experienced specialists from our state of the art delivery centers and technical training facilities. We are strategic partners with leading technology companies including: Cisco, Microsoft, Oracle, Avaya, IBM and HP to name a few. Soitron is also one of the very few Cisco Master Unified Communications accredited companies in Europe. More about us at www.soitron.com.