The Customer Service Team Leader is responsible for overseeing the day-to-day operations of the customer service team, acting as the primary point of escalation for complex customer cases.
T he Team Leader ensures the team adheres to project guidelines, delivers exceptional customer support, and meets key performance metrics .
In this role, the Team Leader provides guidance to advisors, helps resolve issues efficiently, and drives continuous improvement in customer experience and service quality Main responsibilities: • Team Management and Support: being available as the primary point of contact for the team, offering support and handling escalated cases.
Help advisors find the best solutions for customer issues and act as a mentor to improve their performance.
• Customer Requests Handling: assist the team in managing customer inquiries through various channels and platforms, ensuring that requests are addressed promptly and accurately.
• Complex Case Resolution: investigate and analyze complex customer issues, ensuring that root causes are identified, and appropriate actions are taken to resolve the case.
• Data Management: ensure that all customer interactions and activities are recorded and tracked in OEM systems by the team and provide reports on team performance.
• Process Improvement: constantly seek ways to improve workflows and service quality to meet internal KPIs and customer expectations.
Implement best practices and corrective actions when necessary.
• Team Collaboration: participate in regular team meetings, providing feedback and sharing insights to help the team achieve collective goals.
• Contribute to the creation and updating of knowledge bases, FAQs, and training materials for customer service agents.
• Documentation and Reporting: prepare, update, and manage all relevant documents, templates, and records, ensuring they are easily accessible and up to date.
• KPI Achievement: ensure that both personal and team objectives are met by monitoring individual performance and implementing strategies for improvement.
• Communication and Feedback: maintain clear, precise communication with internal departments and external partners, ensuring smooth case handling and effective escalation management.
• Customer Satisfaction Focus: guarantee the team consistently delivers high-quality customer support, aiming to enhance overall customer satisfaction and loyalty Main duty is to: • Guarantee delivery of best Customer support as detailed and published in the project guidelines.
• Guarantee usage of MSXI business knowledge methodology and guidelines to deliver a high-quality business service.
• Put in place all corrective and preventive actions to ensure project objectives achievement • Document, communicate clearly, precisely and promptly and Share with all teams all the best practices to improve Customer handling.
Full delegation in all activities related to: • Implement actions that achieve team objectives and meet deadlines.
• Monitor and evaluate individual and team performance to ensure effectiveness.
Knowledge and Skills required: • Skilled in resolving conflicts and mediating between team members and customers in a positive, team-oriented way.
• Ability to remain flexible and proactive under pressure, adapting to time-sensitive changes and shifting priorities.
• A high level of resilience, discipline, and punctuality in all work-related tasks.
• Basic knowledge of MS Office365 applications, with proficiency in PowerPoint and Excel.
• Automotive Industry Knowledge: understanding of both sales and aftersales processes in the automotive industry.
• Familiarity with consumer protection legislation and automotive warranty systems is an advantage.
• Excellent verbal and non-verbal communication skills, with the ability to engage effectively through a variety of channels.
• Strong interpersonal skills with the ability to negotiate and persuade in challenging situations.
• Leadership skills with a focus on team development and achieving results.
• A customer-oriented mindset with a commitment to delivering high-quality service.
• Strong understanding of call center operations, performance metrics, and customer service best practices.
• Ability to interact at the executive level and within multi-disciplinary, multi-cultural teams.
• Empathy is a valued trait.
• Problem Solving and Logical Thinking: ability to analyze complex problems, break them down into manageable components, and make decisions based on available information • Native Italian Language is essential • Good level of Spanish and English is required Qualifications: •Bachelor's Degree or equivalent work experience is required.
Experience: • Minimum of 2-3 years of experience in a call center environment, with at least 1 year in a supervisory or leadership role.
If you feel you can be the Team Leader, send your application to MSX.