Romanian Call Center Supervisor (home based)

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ROM_SV

Romanian Call Center Supervisor (home based)

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Our customer service team supports our FMCG client's distribution network of beauty products all over Europe and now looking for talented customer support agents to join our international team!

Job role & responsibilites:

  • Campaign daily operations management: coordinating & assigning tasks, scheduling and monitoring attendance, supporting agents with daily work and performance development
  • Deal with high complexity cases, tasks, calls, complaints solving
  • Preparing statistics, reports, statements
  • Training of new colleagues and ensuring their flawless integration within the team
  • Solving customer questions, letters, and complaints
  • Related administrative tasks, sending out letters, data entry, occasionally
  • Use standard operating procedures as provided by management
  • Ensure the Service Desk meets all SLA compliance requirements to the business by exercising an ownership mentality toward customer needs, showing respect and consideration to all team members incl. compliance with quality standards (enforcement of the relevant directives, regulations, processes according to their control)
  • Ensure profitable operation by promoting adherence to required quality & efficiency indicators
  • Check accuracy of data provided to clients and agents
  • Escalate to a higher level cases that cannot be resolved immediately
  • Planning and participation in resourcing if needed

Requirements:

  • Native Romanian and fluent English language knowledge
  • Excellent oral and written communication skills in Romanian/English
  • 3 years+ experience in call/contact center environment, previous team lead position preferred
  • Great people and project management skills
  • Sales or FMCG industry experience is an advantage
  • Good analytical and solid computer skills
  • Able to work 40 hours per week between 8am-9pm (EEST) , (Monday-Sunday)

Project Training: Week of June 18th, 2018

Potential work start: Week of June 25th, 2018

Work Environment Requirements:

  • Quiet workplace (tasks are delivered from the comfort of the help-desk agent's home)
  • USB Headset (separate microphone and loudspeakers are not good enough to manage calls)
  • Computer or Laptop with Windows operating system and
  • Broadband internet connection (mobile internet is not good enough to manage calls)

Training Method:

  • We use cloud based call center technology - You need to download our call handling system, which needs to be tested.
  • We train all of our agents online before the beginning of any project
  • We monitor the progress of agents and acknowledge successful inquiries

If you would like to apply, click here:

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In case you have any questions, please do not hesitate to contact us at hr@cloudagents.com