With 7 contact centers in US, Canada and Latin America, S2G / Support Services Group is currently hiring 250 English and German, French, Italian or Spanish-speaking Customer Service Professionals in its newly opened office in Budapest.
Italian-speaking Call Center Supervisor for a Popular Video Streaming Service
The leader in this role actively contributes to the overall company operational targets as well as the daily business decisions. The Leads success is measured by the organizations ability to provide high quality services while meeting Service Level Agreements (SLA), improving call performance, increased use of resources, and achievement of metrics. This position requires the Lead to be a leader by example, develop and supervise a group of Customer Service Professionals (CSP). This position reports directly to the Program Manager.
Duties / Responsibilities
Accepts and resolves escalated calls, emails or chats referred from Customer Service Professionals (CSP)
Assists CSP's with elevated customer calls to assure quality assurance standards are maintained.
Provides front line support to CSP's, answering complex questions related to processing transactions, product knowledge, client policies/procedures and/or use of systems.
Acts as a subject matter expert for the brand.
Researches and troubleshoots escalated calls with customers and CSP's; implements best course of action to resolve issues and drive first call resolution.
Effectively tracks calls and FCR score information to improve internal and external customer satisfaction
Performs duties of CSP's during high call volume periods as needed and effectively resolves customer inquiries
Meets and exceeds quality and customer satisfaction goals to ensure customer retention and uphold the company values and standards
Escalates issues or immediate needs to management that may impact the department and/or client
Makes recommendations to management team related to continuous process improvement in order to pinpoint and resolve problems, reduce errors, prepare for marketing drives, procedural changes, new product roll out, system changes, etc.
Abides by all corporate policies and procedures in all aspects of employment; must handle confidential information appropriately
Fosters a positive, successful, and professional work environment
Resolves operational and interdepartmental problems quickly
What is required of you
Secondary School Graduate or equivalent
Minimum of 1 year of management experience in a Call Center
Proficiency with personal computers including Microsoft Word software
Working knowledge of Excel, Power Point and other Microsoft Office products
Excellent written and verbal communication skills
C1 level (advanced) Italian speaking skills plus B2 level (intermediate) in English
Strong analytical and problem solving skills
Demonstrated proficiency in effectively interacting with customers and employees; able to handle de-escalations to a positive end
Ability to rapidly acquire a thorough knowledge of clients’ processes and procedures; ability to effectively communicate those processes and procedures through training
Ability to appropriately handle confidential information
Flexible with regards to work schedule
Why join us
Fun & enjoyable workplace
We simply expect our team members to be present for work, follow their schedule, strive to provide world-class service on every call, & have fun!
We offer outstanding salary and value your language skills. Multi-language talents get language allowance. Targets & bonuses are transparent. We also offer a one-time relocation bonus for those moving to Budapest
Our Budapest office is located at Róbert Károly krt. with natural daylight and healthy office air. There're good canteens & restaurants nearby as well as fitness facilities. You don't have to wake up early & there're no shifts after midnight.
EDUCATION & GROWTH
We've developed a culture that provides education, support, growth opportunities & empowerment. We expect positive, respectful attitudes from everyone.
If you are looking for a long term job, want to work at the happiest workplace supporting an amazing product of one of the world’s most well-known brands, don’t hesitate to send your resume to firstname.lastname@example.org or apply through the below formform on the right side. It only takes 1 minute.
The first 100 recruits will be members of the Core Team, so it's worth applying today. Our recruiting team looks forward to speaking with you.