Customer Service Team Leader for French market
Customer Service Team Leader for French market
Posted on :
16-09-2024
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1 Vacancy
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Job Description
Our client is a multinational pharmaceutical company with regional services center in Prague. We are looking for a Customer Service supervisor with excellent managerial skills with perfect French and English. He/she will lead a team of customer service specialists who will provide services for France.
Tasks
- To build lead coach and supervise a team of 810 team members.
- To secure and follow up on high standard of Customer Experience (phone calls coverage backups professional customer approach)
- Implement and identify improvement areas of all European processes and procedures linked to Customer Service in line with the Head of Customer Care
- To distribute and organize the daily workload take charge of escalations.
- To build excellent relationship with stakeholders (sales cash collection finance warehouse colleagues).
- To participate on stakeholders meetings to represent the CS organization to collect and action on Customer Experience feedback
- Lead and provide Customer Care associates all necessary information to organize training to provide work instructions and tools to cover their roles.
- Ensure smooth team operations and effective collaboration.
- Make sure a correct Customer Master Data & Customer Discount maintenance in ERP is in place
- Ensure a correct order handling: Quotations Orders Deliveries and Invoices
- Supervise backorders to customers and implement corrective actions when necessary
- Assure fulfilment of the local Terms and Conditions of Sales: Returns Discounts Freight charges andWarranties & Complaints.
- Guarantee the customer experience cycle in all service incidents with sense of urgency strengthening customer loyalty.
- To assure fulfilment of the local legal requirements practice
- To highlight with urgency any potential issues with provider or partner having impact on customer experience (for example: courier services system issues etc.)
- Promote campaigns and offers agreed with the Head of Customer Care and Commercial colleagues.
Requirements
- Preferably university degree in Economics or any other relevant field
- Min. 3 year experience in leading customer service team for a service providing international company
- Strong leadership skills
- Solid customer focus and service orientation skills
- Result oriented
- Continuous improvement skills
- Ability to build strategic work relationships and negotiate with internal and external customers
- Able to communicate effectively provide constructive feedback mentorship and coaching
- Advanced or proficiency English Levelplus native/ C2 level of French
- Stress resistance strong structure and goal orientation
- Expert knowledge in SAP ERP systems focus in the sales module
- Valuable knowledge as User in CRM systems
- We can accept only candidates with valid working permit in CZ (or EU citizens)
Benefits
- 25 days of vacation
- 4 paid sick days
- Meal vouchers
- Hybrid work model
- Contribution to wellness and leisure activities Multisport and Edenred
- Retirement plan contribution and life insurance
- Language courses
- Employee Assistance Program
- free consultations in mental health legal and financial areas for you and your family members
- Company discounts
- Attractive work environment in Prague 8 Libe
- Free parking in the office
- Relocation support if needed
Please send us your professional c.v. if you feel attract by our offer. If you have any questions please feel free to contact Ms. Lubica Zakov Tel.
Employment Type
Full Time
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