Customer Service Team Lead (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.