The Customer Service Team Leader is responsible for ensuring a customer-focused approach within the team, maintaining operational excellence, and achieving high customer satisfaction levels by focusing on team development and performance management.

Key Responsibilities:

Team Coordination and Operations

Coordinate and supervise the team’s daily activities.Support and enforce call center procedures, department policies, and company guidelines.Manage team tasks and actively support activities when necessary to ensure timely goal achievement.Facilitate information flow and create a collaborative work environment.Monitor team performance and compliance with established KPIs and SLAs.Analyze operational data and propose initiatives to improve customer experience.Ensure actions are in line with company policies and global processes.Implement new tools, processes, and systems, while overseeing their correct functioning.Plan and monitor both short-term and long-term developmental activities.

Customer Orientation

Ensure the prompt and effective resolution of customer complaints and oversee the execution of corrective actions.Promote behaviors that enhance the company’s image as a cohesive team working in the customer’s interest.

What do we offer?

Career progression opportunities in global organisationFull-time role enabling you manage a function and make it your ownMobile phone, notebookCafeteriaAdditional health insuranceComprehensive learning and development programs covering a wide range of professional skillsTotal reward elements that engage and motivate our employees and help us make KONE a great place to work

Team Development

Set goals and conduct development plans (PDP/IDP) for team members.Build the team's competencies and ensure members have the necessary tools and knowledge to work effectively.Create a positive, motivating work environment that fosters employee retention and team morale.

Required Skills and Experience:

Experience in managing a team in a dynamic call center environment.Proven ability to manage operations and achieve KPI and SLA targets.Problem-solving skills, including handling customer complaints and managing operational challenges.Excellent communication and relationship-building skills.Ability to work collaboratively and create a positive work atmosphere.Fluency in Greek, Romanian, and English (both spoken and written)Proficiency in Word, Excel, and Outlook; experience with SAP, CRM, or Salesforce systems is a plus.

At KONE, we are focused on creating an innovative and collaborative working culture where we value the contribution of each individual. Employee engagement is a key focus area for us and we encourage participation and the sharing of information and ideas. Sustainability is an integral part of our culture and the daily practice. We follow ethical business practices and we seek to develop a culture of working together where co-workers trust and respect each other and good performance is recognized. In being a great place to work, we are proud to offer a range of experiences and opportunities that will help you to achieve your career and personal goals and enable you to live a healthy and balanced life.

Read more on www.kone.com/careers