Italian Team Leader Customer Care

Role mission:

The incumbent assumes responsibility for leading and managing a team of customer services specialists providing multi- channel support.

S/He is responsible for setting up initiatives to improve the quality of the customer service support, creative in solving critical situations through experience and knowledge of the entire workflow and focused on growing each team members' competencies while acting as primary point of contact for any questions relating to the work environment.

Key Responsibilities :

Expert:
• Proficient in all aspects of the customer care Knowledge (website, order workflow, File preparation, CRM processes, products, printing technology, materials, shipping options, pricing, invoicing etc ) to support customers' requests efficiently in IT
• Identify and share issues impacting the customer experience
• Act as the primary point of contact for customer escalations
• Keep the management team informed about issues and production trends on the floor.

Mentor:
• Coach and develop customer service agents' skills and help them to reach the full potential through monitoring, assessment and feedback.
• Manage the team development and conduct team meetings and one on one sessions with performance report.
• Perform regularly quality monitoring and maintain documentation of outputs.
• Identify and share the training needs of the team members based on the competencies gap.

Leader:
• Provide company values, policies and rules guidance to the team; provide inputs on processes development.
• Participate in cross-functional communications and meetings to support the customer care department.
• Lead change management at the team level when required and share company strategy.
• Oversee the day-to-day operation and ensure meeting the production goals including schedule adherence management.
• Support and assist with hiring, training and scheduling to manage productivity and improve efficiency while focusing on the customer experience.
• Perform other duties as assigned.

Requirements:

• Contact centre / customer service.
• People Management Experience.
• Adobe & design knowledge (Photoshop / Illustrator /Indesign).
• Excellent communication, collaboration and relationship management skills.
• Customer oriented mentality and strong desire to continuously improve services.
• Effective time/stress management
• Ability to handle complicated situations and finding creative ways to resolve problems.
• Strong analytical skills, multi-task and well-organized working style.
• Display Time flexibility.
• Fluency in Italian.
• English : Nice to have