Customer Service Team Lead (English + Norwegian / Swedish / Finnish / German or Dutch)
DarbaGuru client
DarbaGuru client is a new Global Business Outsourcing center in Riga (Latvia) managed by the multinational IT organization with 260,000+ employees in over 100 countries. The company is actively lookng for various specialists with good knowledge of English + Norwegian / Swedish / Finnish / German or Dutch.
Required skills & qualifications:
- "Must have" at least B2 knowledge level of 2 languages - English + Norwegian / Swedish / Finnish / German or Dutch;
- At least 1-2 years’ experience as Customer Service Team Lead or proven People management skills;
- Proficient in MS Office: Word, Excel, PowerPoint;
- Excellent presentation, communication, and customer service skills;
- Strong analytical and problem-solving abilities;
- Ability to drive initiatives with creativity and long-term vision;
- Experience initiating process improvements;
- Ability to manage deliverables across multiple assignments;
- Self-motivated achiever.
Responsibilities:
- Lead, mentor, and motivate team members in a dynamic environment to exceed targets;
- Drive process performance and handle performance dips with proactive plans;
- Improve bottom quartile performers weekly through effective communication and support;
- Coordinate daily activities to meet customer KPIs and drive process improvements;
- Provide direct customer support via calls, chats, or social media;
- Handle client queries/complaints and provide effective solutions;
- Conduct audits, root cause analysis, and provide direct customer support;
- Generate and maintain operational reports, identify training needs, and collaborate with support groups to enhance the team’s performance;
- Adhere to company policies, confidentiality guidance, and data protection legislation, recording case resolutions as necessary.
Company offers:
- New and modern office in Riga, Latvia;
- Salary 2100-2300 EUR gross / month;
- Career opportunities and professional development;
- Free access to trainings and courses through the company's internal learning platform.
- International business environment;
- Health insurance for self and family members (spouse and kids).
Workplace: Riga, New Teika
Work hours: full-time / flexible hours / shift work
Please apply with CV to the e-mail: cv@darbaguru.lv
(*) When submitting your application, you agree to the processing and transfer of your provided personal data for the purpose of recruitment by Tech Mahindra Limited, Latvijas filiāle (reģ. 40203552317).
(**) No visa support is provided.