Multi-lingual Contact Centre Supervisor

  • Ref:2416
  • Date Published:2010-08-27
  • Consultant:Simon Smith
  • Type:Temporary
  • Category:Customer Services
  • Location:City
  • Salary:circa £14 per hour

One of the most renowned International luxury goods companies is looking for a Tri-Lingual Customer Service Team Leader who is fluent in Italian, English and one other European language. The position is initially for 3 months with an opportunity to apply for a permanent role at the end of this period.

Key responsibilities are as follows:

Maintain that all staff offer high levels of customer service resulting in optimum levels of customer satisfaction at all times.
Monitor CMS and CRM tools to maintain standards.
Perform monthly quality assessment review re: communication standards across the Direct Sales team with provision of feedback and coaching sessions to support high performance; share information with management.
Support Asst Manager in handling verbal and written customer issues according to processes.
Provide support to all Sales Representatives by offering guidance and on-going support in the handling and resolution of customer service issues and daily order discrepancies.
Provide first level escalation support.
Assume full responsibility for the Direct Sales weekend business including staffing levels, rota, facilities access, main point of contact to all members of staff in the event of issues pertaining to the weekend business.
Compile all monthly productivity reports (excluding top line month end report) including staff activity reports, CMS, CRM, DCUK, CC files, back orders and credit holds and distribute to assistant manager.
Maintain customer complaints file on a timely basis.
Staff Development
Support the team through direction and motivation to ensure that a productive and positive working environment is maintained.
To encourage and motivate the team to complete monthly sales targets through maximising selling opportunities (cross selling/ up selling).

You will be required to work some weekends with this role and you can earn up to an additional £5k per year in bonus' depending on performance

Essential Requirements

Must be fluent in English, Italian and one other European language. Must have worked in management preferably in a contact centre/customer service environment but would consider management from other industries
Excellent telephone manner
Good on Word and Excel

Please note that only successful candidates will be contacted

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