Customer Service Team Lead
Abbott
full-time
Posted on:
Location Type: Office
Location: Milan • 🇮🇹 Italy
Visit company websiteJob Level
Senior
About the role
- Management of a part of the country Customer Service department to provide best possible service
- Train, motivate and coach Customer Service Representatives
- Assure team compliance with internal processes and procedures
- Set goals aligning to department plans and manage their execution
- Hires and retains a diverse, highly qualified Customer Service staff
- Monitor and manage department/individual goals and objectives
- Ensure all Customer Service employees are trained and documentation meets quality standards
- Develop continuous improvement environment for department processes
- Identify and work on process improvements
- Maintain a safe and professional work environment
- Supervise work schedules, PTO, staffing levels
- Support all company initiatives as identified by management
- Monitor service complaints and issue corrective actions
- Develop strong and efficient communication inside the team and with other departments
- Initiate, lead or supervise assigned projects
- Represent the Customer Service organisation in local country organisation.
Requirements
- High School diploma or equivalent required
- 5-7 years of Customer Service/ Contact Center experience
- International management experience is a plus
- Experience of the medical device industry
- Fluent in English and at least one other European language
- Experience working in a broader enterprise/cross division business unit model preferred
- Ability to work in a highly matrixed and geographically diverse business environment
- Leadership skills, including the ability to set goals and provide positive and constructive feedback respectfully to build positive relationships and improve business results
- Ability to work effectively within a team in a fast-paced changing environment
- Strong verbal and written communications with ability to effectively communicate at multiple levels in the organization
- Multi-tasks, prioritizes and meets deadlines in timely manner
- Team player
- SAP experience is a plus.
Benefits
- Health insurance
- Professional development opportunities
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
Customer ServiceContact CenterProcess ImprovementGoal SettingTrainingCoachingDocumentation StandardsProject ManagementMatrixed EnvironmentMulti-tasking
Soft skills
LeadershipCommunicationTeamworkMotivationConstructive FeedbackRelationship BuildingAdaptabilityPrioritizationTime ManagementProblem Solving