[Hiring] Customer Support Team Leader @Mplus Serbia

Role Description

Have you always considered yourself a natural leader? Are you proud of your Bulgarian language and organizational skills? If you think you have the ability to motivate and manage people in a creative way, then you are the one we are looking for!

While leading a team of agents, supporting exceptional clients, and providing satisfaction to both the company and the customer, your main duties and responsibilities would be:

• Improving common communication through timely and accurate provision of information for the purpose of joint development
• Organizing a team that will provide quality information about a particular service in the appropriate time period
• Respecting the agreed SLA with the client
• Quality and timely reporting to the client
• Data entry and monitoring of PNL status
• Motivating and inspiring members as well as creating an atmosphere oriented towards open communication, trust, and the existence of teamwork
• Participating in meetings needed for improvement of the quality of work and services - feedback, challenges, lessons learned, and joint challenges
• Creating a timetable for team members to meet customer service expectations
• Taking care of working hours and requests for free days/absence
• Transferring knowledge to new members of the team

Qualifications

• Fluency in Bulgarian and English – both written and spoken
• Previous experience in Customer Support, Contact Center or a similar customer-facing environment
• Previous experience in a Team Leader, Supervisor, Senior Agent or similar leadership role is a plus
• Strong communication and interpersonal skills
• Good organizational and problem-solving skills
• Ability to motivate and develop team members
• Ability to work in a fast-paced and target-driven environment
• Good knowledge of MS Office

Benefits

• Remote model of work
• Opportunity to develop skills through paid training
• Work in a large, international team
• Private health insurance
• Benefit package available to all our employees (free day and gift books for a birthday, discounts with our partners from different industries...)