Position: Customer Service Team Lead
Company: Lulu Software (an Avanquest company)
Category: Support
Experience required: 2y
Published: 2021-03-01T00:00:00+02:00

Your Responsibilities:

- Lead a customer service team;
- Responsible for the day-to-day operation of the customer service team;
- Answer client inquiries (tickets, phone calls, chat);
- Recruitment, training/development/coaching, and scheduling of customer service team;
- Identify areas of improvement within the customer service team and implement solutions;
- Adhere to customer service best practices;
- Monitor and manage KPIs and work methodology;
- Provide regular recommendations to Operations/Product teams and management based on customer feedback;
- Participate in internal call calibration sessions/meetings to improve customer service performance.

Requirements:

- University degree or equivalent work experience;
- 2+ years of customer service experience;
- Experience leading a team;
- Ability to work in a fast-paced environment;
- Strong knowledge of Microsoft Office and general ease with technology;
- Excellent customer service skills;
- Excellent judgment and a good communicator;
- Very strong attention to detail;
- Good sense of responsibilities, constraints, and deadlines;
- Advanced proficiency in English (written and spoken) is a must. Proficiency in French or German is an asset.

Benefits:

- Motivating compensation: high competitive salary, bonus system, corporate language classes;
- Working with a motivated and talented international team, plus regular team events;
- Working in a modern office in Kharkiv in the center of the city, near metro station University.