In line with our company's expansion, ePayments is opening a new branch office in Vilnius, Lithuania and an opportunity has arisen for the position of Customer Service Team Leader. We seek a service-oriented, communicative team leader who cares deeply about our clients. The Customer Service Team Leader will play a critical role in ePayments' success, being responsible for the growth of our clients and for their support.
Managing the Support Team in our Lithuanian Office
Implementing objectives and goals for the team
Motivating and training the team
Helping in the development and implementation of the entire organisation's customer service policy
Resolving escalated customer issues/complaints
Initiating developments to improve customer experience
Communicating with colleagues, as well as partners and vendors
Experience in building a call centre/support team from its beginning
Experience in managing a team of upwards of 4-5 people
Experience in the development and implementation of KPIs and SLAs
Exceptional customer service experience
Ability to achieve targets and cope in a high-pressure environment
Fluent in English (both oral and written). Russian language knowledge is preferred, but not essential. Knowledge of Spanish and/or Portuguese is a bonus
Competitive salary
Position in a large and expanding international organisation
Flexibility to demonstrate and enhance your skills and experience