Hot Customer Support Team Leader

Required languages



CZK 40,000 - 50,000


SeniorFrench and English + experience in customer service and team management



Type of job



Customer Service

We are the leading provider of discs and digital services for the entertainment, education and information industries. The major game, music and movie producers belong to our customers. Come along with us!

What will you do?

Manage Sales Order administration front office team providing full Customer service for French and Benelux market.
Manage a newly established team with responsibility for administration of sales orders and returns received from our client and their customers.
Monitor and manage the work allocation to maintain workload amongst the team as well as monitor team attendance/ timekeeping and feed back.
Set daily, weekly or monthly priorities for the teams in order to achieve given customer specifications (SLA´s).
Monitoring and reporting on SLA´s and KPI´s (daily, monthly, weekly).
Provide training/ mentoring to each individual to achieve their individual goals and objectives.
Support team performance by assisting the team with calls and administration work wherever necessary.
Take responsibility of escalations arriving from the client/customers.
Set and review goals with the team, conduct meetings with the team to review performance and motivate them to achieve targets (one to one reviews and annual appraisals).
Identify and make suggestions for process improvements where necessary.
Maintain up to date process documentation as well as training documentation.
Assist to SSC Management to recruit, assess and train new staff.

What will you get for it?

Interesting job in an international company with positive culture based on a respect to the employees and their work.
Workplace in a new and very small shared office.
5 weeks of vacation.
25 000 CZK Referral bonus.
Annual bonus in amount of one month wage.
Paid overtimes or spare leave instead.
Meal vouchers in amount of 90 CZK (40 CZK paid by company).
Language and other trainings for free.
300 CZK for Pension insurance.
Favored telephone tariffs.
Company events.
Discount for Sony DADC customer's products (CD, DVD, BD, PS).

What do we expect from you?

Very good knowledge of French and English is a must.
Process oriented skills combined with communication skills.
Process skills in the area of Customer Service
Team Management/ Administration
Leadership Competencies:
Customer Focus, Integrity and Trust
Problem Solving
Priority Setting + Drive for Results

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