Customer Care Team Leader

CS Team Leader oversees the work of the customer service team. The employee in this position is one of the key roles of the company and the link between the customer. It receives and processes complex orders, inquiries or complaints from customers regarding ordered items, products or couriers.

1. Manages customer care team and ensures the fulfillment of KPIs:

• Leads and develops people in their own team - regular 1: 1 with all team members.
• Guarantees the fulfillment of team KPIs and passes them on to his superior.
• Answering complicated questions and direct feedback. Communication with customers who have complicated complaints or want to talk to a superior
• Orients in regular reports and statistics and manages important pro-customer tables.
• Ensures good mood and motivation (motivational competitions, job changes, job variety)
• Preparation data for wages - continuously evaluates the quality of work of operators in the team, at the end of the month checks the data for the variable component of wages based on KPI fulfilment.
• Self-education and development
• Informs his team about the news and how they are doing in compliance with KPIs.
• Passes important information from the team to the company.
• Prepares regular weekly meetings for what it is needed to improve once a month the company's goals are discussed and why.
• Orients in the normal activities of operators.

1. Operations:

• Preparation of the distribution of activities for the agents for the next day to cover the complete operation.
• Monitoring and checking that agents are performing their assigned activities and checking the quality of their work.
• Co-operates with all departments in the company.
• Orients in current events in the company - events, etc.
• Resolution of crisis situations
• Minor administration - control twisto orders and others.

1. Quality and CX:

• Aids new or less experienced operators.
• Monitors CSAT results of its team.
• Passes feedback on bad evaluations.
• Can conduct training for beginners in the absence of a trainer.
• Willingness to assist with customer support activities, either with individual projects or by collaborating on projects with other departments

• Being an example to agents, with your pro-customer attitude.
• Bring your ideas on the improvement of handling errors and complaints efficiently.
• Assume responsibility for customer issues, ensuring a thorough and consistent approach to problem resolution. Act as the primary contact for intricate customer inquiries that require escalated attention.
• Promptly address and resolve customer queries and concerns through various communication channels, including email, phone, webchat, and social media, ensuring timely and effective responses.
• Adhere to and uphold the company’s standards, policies, procedures, and processes in all work activities, promoting high-quality and uniformity in customer service delivery.
• Strong customer orientation
• Experience in managing a team of people, mentoring and coaching skills, ability to give feedback.
• Experience in communicating with customers - customer care, support, or service
• Multitasking
• Knowledge of Google workspace
• English in words and writing
• Patience, empathy, common sense
• Structured thinking

About Rohlik

Customer Care

What we offer

Great team

Are we a good fit?

Our goal in life is to make other peoples’ lives better. Such a mission is difficult, life at Rohlik is difficult – it is not for everyone.

Is it the right one for you?