Customer Service Supervisor

This is a fully remote position, open to applicants in Poland.

📋 Description

• Assist team members with inquiries regarding daily operations.

• Oversee team resources, coordinate leaves, manage breaks, and reassign tasks during absences.

• Track KPIs and SLAs, taking necessary actions when targets are not achieved.

• Provide performance feedback to the Manager and recommend competencies for further development.

• Address queries in alignment with the interests of both the company and customers.

• Manage customer expectations and resolve complaints effectively.

• Cultivate relationships with Operations and other internal and external stakeholders to secure optimal customer outcomes.

• Conduct monthly and annual appraisals for representatives.

• Conduct interviews and hire customer representatives.

⛳️ Requirements

• Proficient in Polish and English.

• Knowledge of Italian, Dutch, or French is a plus.

• Prior experience in a customer service environment.

• At least 2 years of experience as a Supervisor or acting Supervisor.

• Demonstrated leadership capabilities.

• Exceptional communication and interpersonal skills.

• Strong customer service orientation and an ability to comprehend customer business, issues, and requirements.

• Strong leadership abilities.

• Excellent organizational and time-management skills.

• Results-driven with effective problem-solving capabilities.

• Flexible regarding working hours.

🏝️ Benefits

• Performance-based incentives available for eligible employees.

• Inclusive and equitable benefits centered on financial wellbeing, health, and wellness.

• Ongoing development opportunities, including training and educational support.

• Clear career progression pathways.

• Employee recognition programs.

• Remote work from home option.

• An inclusive and accessible recruitment process with accommodations available during the application or hiring stages.