Customer Service & Admin Team Leader

We have an exciting job opportunity for a Customer Service & Admin Team Leader to manage the small Compliance Admin team covering national accounts.

Purpose:

The Customer Service & Admin Team Leader manages, evaluates, develops, and leads the team to ensure that the organization’s Customer Service and administration strategy is implemented and executed effectively, consistently, and according to the established guidelines and budgets

General Team Leader responsibilities:

• People management e.g., setting targets, conducting PDP’s and IDP’s for team members.
• Facilitates information sharing and creates collaborative working environment.
• Drives competence development in the team.
• Drives behaviour to represent KONE as one team towards the customer.
• Monitors and leads the performance and KPI/SLA adherence of the team.
• Uses Customer Service data to bring forward ideas to improve customer experience.
• Keeps an eye on short- and long-term development.

Analyse, organize and optimize Teams operations:?

• Ensures teams compliance with company policies.
• Ensures processes are followed according to defined global processes
• Understands and be updated on teams’ systems.?
• Implements and ensures proper working of new tools/processes/system.
• Meets KPI targets (e.g., queries solved in 24hrs, backlogs managed etc.

Manage Customer Service Administrator’s

• Ensures hiring of competent resources.
• Ensures new administrators are properly trained before processing customers’ calls.?
• Ensures continuous upgrade skill level.
• Creates a friendly and desirable working environment to minimise turnover rate.

Customer Management?

• Ensures customers’ queries are promptly replied to and followed up.?

Skills & Experiences:

• Experience in managing a small team is essential.
• Ability to find solutions for customers and operational issues.
• Sound communication and listening skills.
• Enjoys collaborating with customers and stakeholders and building relationships.
• To be well-organised and pays attention to detail.
• Good written and spoken English.
• Good Word, Excel, and Outlook
• Experience in SAP, CRM and Salesforce is desirable.

Benefits: Competitive Salary, 25 Days Holiday, Employee Assistance Programme, PDI, Life Assurance, Cycle to Work Scheme, Quarterly Bonus.