Customer Support Team Leader
Belgrade
Hyperoptic is creating waves within the broadband market and with more surfers riding the waves of 1Gbps broadband speeds – the business is growing fast. If you’re looking for an exciting challenge that is rewarding and enjoyable then read on…
The mission
Hyperoptic is more than just an internet service provider; it also installs its own fibre infrastructure into multi-occupancy buildings, bringing the UK’s fastest internet speeds to users. Your mission will be to assure providing the best customer experience for Hyperoptic customers.
Experience
You’ll need to demonstrate a strong customer service background, preferably from the technology industries, with an aptitude for new technology and excellent English skills. You need to achieve outstanding results and to lead innovative and positive change, as well as build and sustain the talent level in order to meet/exceed the service expectations of the organization.
Reporting Line
Reporting to Customer Operations Manager, you will take great pride in your own performance and will provide timely support and guidance to the Customer Service Agents.
Responsibilities and duties will include:
- Work collectively with CS management to ensure departmental objectives & KPI’s are achieved
- Ensure that the daily tasks are distributed to agents to ensure that all SLA’s and KPI’s are achieved
- Ensure that the Agents are alerted about ongoing network, system or customer related issues
- Ensure employees have appropriate training and other resources to perform their jobs.
- Create and maintain a high-quality work environment so team members are motivated to perform at their highest level.
- Monitor and improve the quality of all customer interactions through active coaching and mentoring
- Identify process, system and workflow improvements to enhance the team's efficiency
- Ensure optimal productivity of the agents by monitoring and analysing the absences and the supporting documentation
- Lead by example and promote cross functional communication and issue resolution.
- Develop agent skills to handle customer escalations or complaints
- Actively manage customer escalations/complaints both via phone and email
- Maintain an in-depth knowledge of all company processes and procedures
- Escalate to internal or external parties to resolve issues timely, efficiently and in a knowledgeable manner
Person specification:
(Essential and desirable)
- Outstanding English written and oral communication skills
- 1-year previous experience supervising a team in a Customer Service or Operations environment
- Ability to function in a fast-paced work environment
- Strong interpersonal, verbal (speaking, listening, interpretation) and written communication skills
- Ability to work by your own initiative but also be a team player
- Customer/Client Focus
- Leadership Skills
- Organizational Skills
- Performance Management
- Problem Solving/Analysis
- Technical Capacity
Hyper Standard: RIZE Values
Value |
Reliability |
Intelligence |
Zeal |
Excellence |
Principle |
Deeds are more important than words |
Use your brain at every opportunity |
Demonstrate passionate determination |
Quality separates us from the competition |
Behaviour |
Do what you say you will to customers, stakeholders, and colleagues |
Overcome challenges, ask questions & consider alternatives. |
Go above and beyond to make things happen |
Double check work & don’t make the same mistake twice |
The role will be based in Belgrade. The successful candidate will be earning a monthly salary and participate in the company incentive scheme.
If this role is of interest and you believe you’ve got what it takes to be a part of a fast-paced and energetic business, we’d love to hear from you. Please send us your CV electronically.
Deadline for applications: 26.05.2018.
Hyperoptic Ltd
We’re Hyperoptic, and we’re building a hyperfast full fibre broadband network in the UK. Our teams are located across the UK and Belgrade, Serbia From our skilled engineers to our award-winning customer service agents, everyone has an important role to play in making the fibre magic happen. We have the ambition, the tenacity, and the talent to keep leading the way for others to follow. Going beyond the expected Whatever we’re doing – whether we’re liaising with property professionals, ... Saznajte više
Iskustva zaposlenih
"There is never a dull moment in customer support! A typical day involves lots of multitasking: from assisting our customers over the phone or online to helping each other out or collaborating on ideas ... " Pročitajte celo iskustvo
Beneficije
- ADDITIONAL DAYS OFF
- HYBRID WORK MODEL
- FAMILY & PARENTHOOD
- COMPANY DISCOUNT
- TRAININGS, COURSES, CONFERENCES
- AWARDS, BONUSES, GIFTS
- PRIVATE HEALTH INSURANCE
- WORK EQUIPMENT PROVIDED
- FOOD AND DRINKS
- WELLNESS
- EDUCATION, PROFESSIONAL DEVELOPMENT