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Customer Service Team Leader - Portuguese Speaking (Malta)

To supervise, manage and motivate a group of International Customer Service Agents ensuring the achievement of key objectives to drive Customer Service and maximise proactive actions within his/her team.

Job Functions

Leading the team in day to day activities and ensuring team (e-mail/Live Chat/Phone) targets are exceeded and quality of service given to customers and internal departments
Leading and managing the proactive actions (outbound contacts) for required market ensuring that all targets are met
To manage the workloads/queues between the inbound and outbound priorities ensuring that the inbound KPI’s are met whilst maximising the outbound potential
To work with the marketing functions within the business to build sand grow the brand and profitability of the market
Ensuring that all company, departmental and individual objectives are clearly identified and communicated
Managing team productivity and general productivity adherence / driving the development of team members to maximize performance
Assessing performance and providing constructive feedback to develop and liaising closely with the Training and Quality team regarding team training needs
Manage all personnel issues in conjunction with company policy
Liaising with other departments that have a direct impact on the customer journey (IT/WFP/Marketing etc)
Providing status updates/reports to senior management (both scheduled and ad-hoc)
To ensure that all company policies/regulations and Maltese laws are complied to at all times (both personally and all direct reports)
All other duties as assigned

Qualifications and Experience

Minimum of one Protected content leading a Customer Service team of ten or more people

Skills/Competencies Required

Written and spoken Portuguese skills at native level
Written and spoken English at a fluent level
Leadership and Vision – Ability to inspire team with a clear vision and purpose
Strong people management skills
Ability to establish, track and meet key performance indicators for the CS staff with regard to quality, efficiency, sales and customer satisfaction
Strong customer service focus with the ability to work under pressure
Ability to analyse/problem solve and deal with escalated complaints
Strong organizational, interpersonal, oral and written communication skills
Ability to interact with peers, senior management and other departments in a professional manner.​
Effective time management skills & a strong sense of initiative
A demonstrated ability to self-motivate, work in teams, and be flexible within a fast-paced and changing environment
Very result driven with good follow-up skills and an ability to manage high workloads and projects towards tight deadlines
A high working knowledge of Microsoft Excel, Word and PowerPoint

Apply: Protected content