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Team Leader (Section Manager), Customer Support

Описание на длъжността

Summary of Role:

The primary role is to lead a team of customer service staff by working closely with sales and cross-functional teams to provide customer support, achieve CSR KPIs, and drive customer satisfaction throughout the organization.

Essential Responsibilities:

  • Customer Management:
  • Drive to achieve CSR KPI targets and meet organizational and operational objectives.
  • Develop strong working relationship with internal staff ( Supply Chain, Sales, Regional CSRs) and customers to ensure customers’ needs are met considering the best interest of the customer and of the company.
  • Oversee customer issues and manage escalations. Solve complex problems and recommend long-term solutions.
  • Drive service recovery action during a crisis situation and manage customer escalation.
  • Encourage exchange of ideas/information to maximize GLOBALFOUNDRIES service performance and sharing with other managers for a possible way of productivity improvements
  • Revenue Management:
  • To manage and mitigate risk and provide an early signal to management on potential jeopardy to meeting revenue goals and items impacting customer satisfaction.
  • Partner with Sales leaders to achieve company revenue targets
  • Organizational effectiveness, People Development, and Resource Management:
  • Responsible for order management processes in compliance with the company’s internal control requirements.
  • Drive productivity and efficiency improvement goal via system automation and process streamlining. Responsible for employees’ training and development. Training staff to deliver a high standard of customer service. Manage performance, coach and mentor the team. Ensure the necessary resources and tools are available for quality customer service delivery. Involved in staff recruitment and appraisals.
  • Responsible for teamwork, team dynamics, team motivation, and team success.
  • Project Management:
  • Applies appropriate leadership and project management skills to lead projects and process improvements working with cross-functional teams. Initiates and influences cross-functional process improvements and cost management activities are consistent with company objectives. Leads complex projects and assignments globally and/or cross-functionally.
  • Perform all activities in a safe and responsible manner and support all Environmental, Health, Safety & Security requirements and programs

Изисквания за длъжността

Required Qualifications:

  • Bachelor’s degree or equivalent experience in customer support
  • Minimum of 3-5 years’ experience in the field with direct customer support & management
  • People management and team-building skills. Strong communication skills
  • Excellent English skills - both written and spoken
  • Leadership skills and an ability to supervise and lead a team of customer service staff.
  • Demonstrated the ability to work well within a global organization
  • Liaise with management and sales team to rationalize business requirements and propose solutions
  • Lean process-driven, understand and initiate the process improvements across cross-functional departments
  • Strong problem solving and troubleshooting skills with the ability to exercise mature judgment
  • Ability to multi-task and also provide support to multiple departments globally
  • Knowledge in Oracle Database & SFDC is a plus

We Offer:

  • Attractive compensation package with competitive salary, performance related bonus plan and a global recognition program;
  • Individual, technical or management career path opportunities supported by enhanced learning and development programs;
  • Healthy and team building work environment with:
  • Monthly Meal Voucher Program;
  • Sports Card Sponsorship;
  • Regular Team Building Events and Celebrations;
  • Professional Office area with best infrastructure;
  • Work-life balance with:
  • 21 to 25 days paid vacation depending on years with company;
  • Flexible working time;
  • Relocation/Immigration Support for international Hires.

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