If you are a London based Swedish speaking customer service team leader or manager this could be a great upward move.
Responsible for the provision and performance of the 1st line support functions for UK, DACH & Nordics for around 15 FTE ( some remote workers)
Join a dynamic team where your skills in swedish speaking customer service can shine.
This role requires excellent swedish speaking customer service skills to enhance our support functions.
We value swedish speaking customer service as a key component of our success.
Prior experience in swedish speaking customer service is highly desirable.
Being proficient in swedish speaking customer service will help achieve our goals.
Our team thrives on excellence in swedish speaking customer service.
Enhancing swedish speaking customer service will be a priority in this role.
We aim to elevate our swedish speaking customer service standards continuously.
Your role will directly impact our swedish speaking customer service quality.
To manage the 1st line support function for UK, DACH & Nordics, to ensure all SLA’s are achieved for our 3 core markets. To manage and oversee the 1st line out of hours support lines for the various markets.
Create a culture which encourages each individual to have the passion to deliver exceptional service, through high quality fast pace transparency to the customer
To manage 1st line support of Consumer and Partner support.
Ensure all incoming contacts are responded to within agreed SLA’s.
Manage Team Leaders and hold regular meetings to review support performance with the team.
To produce and be responsible for the rota of all agents and ensure timekeeping and attendance is measured and monitored.
To be responsible for the migration processes of existing customers from the various software.
To work with the various internal stakeholders to ensure the migrations are agreed and produce a workflow for the various migration processes and upload and maintain in confluence.
We seek individuals passionate about swedish speaking customer service.
To set and manage a quality performance program across the UK, DACH & Nordic agents. To review the performance of staff and plan appropriate training sessions to improve the knowledge of agents.
To work with C talk to ensure our contact centre software is developed and maintained to our requirements. To ensure email templates are uploaded and maintained for all markets to ensure consistency and ease for agents.
To produce reportage on all aspects of the 1st line support centre on a weekly and monthly basis. Be responsible for call and email volumes and patterns and make suggestions to improve the processes.
To oversee the bug review process on behalf of the support team. To feedback back to the agents and ensure all are aware of the existing systems bugs and priority fixes.
To work with the 2nd line support team and ensure all 1st line support is escalated to 2nd line in the correct format.
Oversee and own the support knowledge base on confluence. Ensure updates are uploaded and regularly review content to ensure agents have up to date access to support material.
To devise and implement new processes, improvements to existing support processes and make recommendations develop our support offering.
Be on call to assist the support team across the various shift patterns to deal with and handle system emergencies.
Required skills and experience:
The ideal candidate will have
Previous Customer Service / Contact Centre management experience of at least 2 years
Self-starter with a good work ethic, able to work independently or as part of a team
Extremely organised with good time management skills
Previous experience of managing teams inclusive of development / coaching, one to ones and performance management
Service minded, with a background supporting technology based products
A hands-on problem solver, resilient , ability to handle customer objections / complaints
An excellent team player, flexible approach to differing work tasks and fluctuating priorities
Able to absorb and disseminate information clearly to others
Ability to mentor, coach and provide feedback to team.
Required skills / education
Fluent English and either Swedish or German language (desirable)
Fully computer literate (essential), with advanced knowledge of supporting online products
An interest in using new technology to increase performance
Profile
Persuasive and influential
Strong self-confidence, has a positive outlook and takes responsibility
A strong can-do attitude
Strong desire for success, doing what it takes to achieve goals
Personal Effectiveness
Takes responsibility to ensure expectations are exceeded
Ability to manage own time and work independently towards set agreed targets
Enjoys offering unrivalled customer service
Customer focussed
Service orientated
Identifies and delivers on customer needs
Salary £40,000 – £43,000