Customer Service Leader - Slovenian speaker (m/f)

The Customer Service Leader will be leading Customer Service teams for certain markets delivering high-level customer experience, making sure that operations are running smoothly, and teams are motivated to provide a high level of service. The Customer Service Leader is responsible to provide digital customer service supported by advanced technologies to create effortless customer service supported by well-trained Customer Service Specialists. Key Responsibilities: - Gathering data related to customer contact reasons, and use this data to prepare analyses of which processes are working and which can be improved and automated - Provide coaching, mentoring and assistance for team members - Propose processes, systems, and product improvement in order to deliver better customer experience - Monitor and observe market’s specifics and changes and adjust modes of operations and automation to make customer service journey easy and user friendly - Adhere to all Company’s policies and procedures, security policies, regulatory guidelines, industry service standards and codes of conduct - Recruit, mentor and develop customer service specialists and nurture an environment where they can excel through encouragement and empowerment - Monitor team’s performance and provide regular feedback with providing solutions for strengthening weaknesses of individuals - Responsible for quantitative and qualitative KPI’s such as CSAT, NPS, cost, sales, self-service channels

Competencies: - Highly developed communications, motivation, and operations skills - Able to keep high level of team’s motivation - Result oriented - Able to resolve issues of the markets when there is no specific guidance - Able to take ownership and to solve open questions in proactive manner - Develop professional and effective relationship with other departments within the Company - Able to integrate in a multicultural and multinational environment - Able to adjust in a fast-paced environment Requirements: - Fluent in both English and Slovenian oral and written. Fluency in any other language would be considered an asset - Experience in leading customer service team/s at least 2 years - Previous team leading experience in a similar environment is a requirement - Experience with digital self -service tools such AI Chatbot, Helpcentre, myaccount - Previous experience in digital transformation will be considered as a benefit - Previous experience in Agile Methodology, will also be considered a benefit