Ofertas de empleo de ha sl

In Collaboration, we are thrilled to support a top Outsourcing/BPO company in recruiting a Dutch-speaking Customer Support Representative for their Barcelona office. If you have a passion for helping others, a knack for problem-solving, and are ready to be part of a vibrant team in sunny Barcelona, this role could be a perfect match!

Position: Customer Support Representative
Location: Barcelona, Spain
Employment Type: Full-time
Work Model: On-site

What You’ll Do:

• Customer Assistance: Efficiently handle incoming inquiries via phone, email, and chat, addressing customer needs and ensuring their satisfaction.
• Record & Track: Document all call details in the call management system, delivering timely responses and resolutions in line with SLAs.
• Product Knowledge: Stay informed about services and products, particularly those tailored to specific customer needs.
• Escalate & Collaborate: Identify potential service issues and escalate to senior team members, while actively collaborating with colleagues on projects.
• Maintain Service Standards: Adhere to all project processes and SLAs, providing coverage for teammates as needed.
• Team Engagement: Join regular team meetings, manage administrative responsibilities, and support the team’s overall performance.
• Continuous Improvement: Engage in additional tasks as assigned, always aiming to enhance service quality and customer satisfaction.

What You Bring:

• Language Proficiency: Native or fluent Dutch, with English proficiency at a B2 level or higher.
• Customer Service Experience: At least one year in a customer service role, preferably with a technical support background.
• Technical Knowledge: Familiarity with signal path connectivity, wireless networking, and AV products.
• Problem-Solving Skills: Strong listening skills and an ability to understand and resolve customer needs efficiently.
• Ownership & Accountability: Capability to take full ownership of calls, resolving or escalating them as needed.

Why Join Us:

• Competitive Package: Excellent remuneration based on experience, skills, and performance.
• Work-Life Balance: Enjoy a consistent Monday-to-Friday schedule, 09:00 AM to 06:00 PM.
• Paid Time Off: 23 working days of annual leave to recharge and explore.
• Supportive Environment: Join a creative, friendly team with a positive atmosphere.
• Career Development: Access guidance, tools, and resources to help you grow professionally.

Step into a role where you can make a meaningful impact, learn, and thrive in the heart of Barcelona! #CustomerSupport #DutchSpeaking #Barcelona

In collaboration with a leading Outsourcing/BPO company, we are seeking to onboard a Dutch-speaking Customer Support Representative to join their vibrant team in Barcelona. If you’re passionate about helping others and thrive in a fast-paced environment, this opportunity is ideal for you to grow and succeed in a dynamic customer support role.

Location: Barcelona, Spain
Employment type: Full-time
Work model: On-site

Key Responsibilities:

As a Customer Support Representative, your main goal will be to provide exceptional service to customers. Your responsibilities will include:

• Customer Inquiries: Efficiently handle incoming customer queries via phone, email, chat, or automated alerts, ensuring that user needs are met quickly.
• Call Management: Accurately record call details in the system, ensuring responses and resolutions meet the agreed Service Level Agreement (SLA).
• Product Knowledge: Stay updated on services and products, particularly those tailored to specific customer applications, to provide effective support.
• Escalation Handling: Escalate potential service issues to senior team members as needed to maintain smooth service delivery.
• Process Adherence: Follow all project processes, procedures, and ensure compliance with contractual SLAs.
• Team Collaboration: Support other team members in their absence and collaborate on projects when required.
• Administrative Tasks: Manage records related to holidays, sick leave, and overtime, and contribute to regular team meetings.
• Customer Satisfaction: Take ownership of calls, progressing them to resolution or escalating them when necessary, while maintaining high-quality service standards.

Requirements:

• Language Skills: Native or fluent in Dutch (verbal and written) and proficient in English (minimum B2 level).
• Experience: At least 1 year of experience in customer service is required. Experience in the automotive industry or familiarity with electric vehicles is a plus.
• Technical Skills: Strong competency in IT platforms (Windows, MS Office, internet configuration) and the ability to navigate technical systems effectively.
• Customer Focus: Excellent communication and customer care skills, with the ability to listen, understand, and address customer needs.
• Ownership: A proactive attitude with the capability to take ownership of customer inquiries and resolve them efficiently.

What We Offer:

• Competitive Salary: Excellent remuneration package based on experience, skills, and performance, with an increased salary after 7 months.
• Work Schedule: Monday to Friday, 8:00 AM - 5:00 PM for a balanced work-life routine.
• Paid Leave: 23 working days of paid annual leave.
• Positive Team Environment: Be part of a dynamic, creative team with a positive and friendly atmosphere.
• Growth Opportunities: Access to guidance and tools to help you reach your full potential and grow within the company.

If you’re ready to take the next step in your career and join a team that values creativity, collaboration, and customer satisfaction, apply now to be part of our Barcelona-based team!

About us

At RavenPack, we are at the forefront of developing the next generation of generative AI tools for the finance industry and beyond. With 20 years of experience as a leading big data analytics provider for financial services, we empower our clients—including some of the world's most successful hedge funds, banks, and asset managers—to enhance returns, reduce risk, and increase efficiency by integrating public information into their models and workflows. Building on this expertise, we are now launching a new suite of GenAI and SaaS services, designed specifically for financial professionals.

Join a Company that is Powering the Future of Finance with AI

RavenPack has been recognized as the Best Alternative Data Provider by WatersTechnology and has been included in this year’s Top 100 Next Unicorns by Viva Technology. We're now preparing to launch Bigdata.com, a next-generation platform aimed at transforming financial decision-making.

The Opportunity:

RavenPack is hiring a Head of Product Management for Mobile Apps to join our pack in Marbella, Spain. Mobile Apps is a key growth and relationship building area for RavenPack. The Mobile Apps team is responsible for the strategy, design and platform quality for our Mobile Apps. We are working on consumer facing initiatives to improve the quality of our experience, reliably onboard our customers into our new Bigdata.com ecosystem and drive engagement.

In this strategic role, you will have exposure to the business and leadership team, will be responsible for high-impact decisions and growth initiatives that are encouraged to drive material change for the company. Experience building and launching sophisticated, high quality, consumer facing mobile app experiences that connect deeply with customers that strengthens dedication and brand love. You will demonstrate flexibility and willingness to roll up your sleeves, have a start-up mentality, thrive in ambiguous environments and know how to think big while driving incremental change!

App virality, gamification and network effects are all key pieces to the experience we are looking for.

What You'll Do:

• Apply vision, strategy, and thought leadership for our mobile Apps

• Build and cultivate strong cross-functional relationships, influencing and elevating outcomes

• Help develop and build a vision that connects RavenPack’s new Bigdata.com offering into a customer-first experience

• Identify green field opportunities, outstanding to mobile apps, to better serve customers from ideation to feature launch

• Launch features with a high-quality bar for design and CX, resulting in sophisticated and complete customer experiences

• Collaborate with cross-functional business, design, product, and engineering collaborators to align on the product strategy and maintain recurring communication to share updates and bring together suggestions.

• Guide and influence cross-functional teams of product managers, engineers, designers, and business/financial analysts while playing a key role in prioritizing and communicating their work across the organization

• Work with UX research and Customer Service to bring together qualitative customer feedback and leverage the same for roadmap/ feature validation

• Work closely with app technology engineers attending daily and weekly Scrum meetings

What You'll Need:

• Technical Skill: 5+ in Product Management for Mobile Apps

• Strategic Business Partner: A business partner to the Technology leadership team, Development Engineers, Design, Brand and Product organizations

• Industry Experience: 7+ years of experience in retail, eCommerce, or financial services

• Customer Exposure: Experience interacting with influential customers including the CEO and CTO.

• A history of launching premium, consumer-facing app products and/or features with a customer first approach, delivering significant business impact

• Experience building or working on businesses that demonstrate social and content as part of customer journeys

• Familiar with and know the importance of defining and impacting KPI’s

• Experience working in a culture of experimentation, learning, and innovation to seek user needs

• Experience in communicating clearly (verbally and in writing) to senior leadership audiences internally and externally.

• Strong ability to communicate sophisticated financial concepts in a simple way and to tailor key messages and presentation style to multiple audiences

• Ability to build collaborative and mutually beneficial relationships with all customers and lead conflict resolution.

• Success in crafting an inclusive culture that builds trust between cross-functional teams to drive the success of the entire company

• BA or BS in Computer Science or equivalent experience. MBA a plus

• Position will require travel, ~5x per year

In collaboration with a leading Outsourcing/BPO consultancy, we are looking for a Czech-speaking Technical Customer Support Representative to join their dynamic team in Lisbon. You’ll have the opportunity to work with enterprise customers and partners, assisting them with complex technical issues while providing top-tier customer service. If you’re passionate about technology and enjoy problem-solving, this role is for you!

Location: Lisbon, Portugal
Employment Type: Full-time
Remuneration: Base salary

What You’ll Do:

As a Technical Customer Support Representative, you will be the go-to expert for troubleshooting and resolving technical issues. Your responsibilities will include:

• Customer Assistance: Respond to customer queries efficiently across various channels, ensuring their issues are addressed in a timely manner.
• Identify and Troubleshoot Issues: Gather relevant information to identify the problem and determine the level of support needed.
• Research and Investigate: Conduct in-depth research to resolve technical issues, collaborating with other teams when necessary.
• Escalation and Advocacy: Escalate unresolved issues to management while advocating for the customer, ensuring they are kept informed throughout the process.
• Collaborate with Engineering Teams: Work alongside engineering teams to address service issues, develop test cases, and assist in producing bug fixes.
• Meet Service Level Agreements (SLAs): Ensure that each case you handle meets the client’s SLAs, while delivering excellent customer satisfaction by managing expectations and following through on commitments.
• Document Your Work: Maintain detailed records of your technical work and research to ensure thorough documentation.
• Proactive Customer Care: Address potential customer satisfaction concerns before they escalate into larger problems.

What You Bring:

• Language Skills: Native or fluent in Czech (verbal and written), with strong English skills (B2 level or higher).
• Technical Expertise: Strong knowledge of Office 365 in an enterprise environment, particularly Exchange Online.
• Networking & Authentication Knowledge: Familiarity with Networking, Protocols, Authentication (e.g., Kerberos, NTLM) and PowerShell.
• Office 365 Tools Experience: Experience with Office 365 Directory Synchronization (DirSync) and Microsoft Azure Active Directory Connect (AD Connect).
• DNS Expertise: Proficiency in DNS record types, DNS management, and troubleshooting.
• Active Directory Skills: Experience working with Active Directory (FSMO roles, Domains and Trusts, Sites and Services).
• Problem-Solving: Ability to read network captures and conduct network analysis.
• Team Player: Ability to work both independently and as part of a supportive, team-oriented environment.
• Adaptability: A resourceful, calm personality capable of handling high-pressure situations.

Working Schedule: Monday to Friday, rotational shifts from 08:00 AM to 05:00 PM (40 hours per week).

What’s in It for You:

• Competitive Salary: An excellent remuneration package based on your experience, skills, and performance.
• Health Coverage: Private health insurance after contract signing.
• Relocation Support: Assistance with relocation, including subsidized company accommodation.
• Performance Bonuses: Discretionary bonuses based on KPIs and achievements.
• Team Atmosphere: Join a dynamic, multilingual, and multicultural team with a positive and creative atmosphere.
• Career Development: Access to guidance and tools to help you reach your full potential.

If you’re ready to take your technical support career to the next level and enjoy life in beautiful Lisbon, apply today!

In Planeta DeAgostini we are looking for a Pricing Specialist Junior for the Collectibles Division.

Goal of the position:

Work integrated in the Sourcing department focusing on price uploading task on SAP.

Responsabilities:

• In coordination with the Sourcing Specialist, creation of the CMC data sheet.
• Keeping updated the Sourcing “QUOTATION” folder for each collection.
• Uploading in SAP the prices for each CMC code.
• Ensure working very closely with the Sourcing Specialists that the prices are completely updated.
• Informing all price related issues to the Procurement Specialist when a new collection is about to start orders.
• Resolve pricing doubts that CMC procurement specialists may have.
• Create together with the Head of Sourcing and IT department tools to cross-check prices uploaded are correct and orders are issued with correct prices.
• Updates on prices to PMs and Strategic Marketing teams.

Communication with teams:

• Mainly with the Sourcing Specialist to be fully coordinated and ensure price information in all places is correct and updated.
• With the Procurement Specialists to ensure no price related issue slows the PO process.
• With the Head of Sourcing to develop new tools to control costs are always right on POs.
• With the CMC suppliers (always coordinated with the Sourcing Specialist) to collect the quotations and work on future standardizations.
• With Marketing and IT team.

• We offer a 10-month project at a leading Tech company|Experience selling to clients in the enterprise cybersecurity or IT field.

Our client is one of the Big Five companies in the American information technology industry that specialises in Internet-related services and products, which include online advertising technologies, a search engine, cloud computing, software, and hardware.

You work within one or more teams to support sales strategy implementation, opportunity sizing, pitching and deployment of solutions to customers.

You demonstrate full working knowledge of supported industry or vertical, and an understanding of cloud's product and technology developments.

As part of digital sales, you focus on higher velocity & transactional sales cycles in all business segments, bringing the company's portfolio into companies around the world. Handling customers and stakeholder relationships with ease, you drive business directly over the phone/video call, from the office and indirectly via re-seller partners, ensuring that customers receive high quality customer experience.

In addition to having a passion for sales, you also possess analytical, organisational and creativity skills that allow you to prioritise high value customers and drive new business growth opportunities at scale.

You deliver full pieces from the team's strategic plan for accounts, such as identifying customer needs, catalysing customer actions, campaign or product implementation, optimisation and troubleshooting, product adoption and expansion, and core account hygiene, with minimal assistance. Achieve revenue objectives expected for the team.

Identify and recommend creative ways to improve on troubleshooting defined problems via selection of better methods/tools. Address commonly escalated issues or triage when required. Easily drive identification of customer needs and translate their objectives into the right upsell solutions that can help clients meet KPIs.

Identify key stakeholders internally to build network and contribute to cross-team collaborations. Develop relationships with customers, acting as a point of contact for customers/agencies.

Knowledge & Skills

• Ability to convert and/or uncover open-ended real world problems within the business context into trackable metrics or a structured analytical/statistical framework, as well as the ability to generate business-related insights from data analysis in a way that is meaningful to the stakeholders.
• Ability to analyze information, draw conclusions, generate alternatives and solutions, and evaluate outcomes. This includes the ability to use data to add value to business planning and strategies. Proactively identify impactful business opportunities and/or gaps in systems and workflows. Develop a plan of action and influence / drive team for large business outcomes.
• Knowledge of Google Cloud and associated market / industry trends and buyer personas.
• Ability to build trusting, collaborative relationships and rapport internally and externally and is seen as a trusted advisor. This includes being approachable, engaged, authentic, and relating well to people regardless of personality or background.
• Ability to identify and establish links between the customers objectives and business objectives. This includes choosing the most appropriate or creative solution based on the identified needs and providing a clear benefit(s) of each solution pitched. Ability to compel and/or produce effects on the actions, behaviors, opinions of others without positional authority.
• Ability to ask the right questions based on customer business objectives and point of views, to unlock opportunities and to align company, partner, and end-user goals.
• Ability to use knowledge of the customer's buying cycle and competitors offerings to position and drive the business to the next level.
• Ability to establish or adapt sales/partnership strategies by integrating and applying ones understanding of the customer, competitive intelligence, external trends, and data from lagging/leading metrics. This includes knowledge and application of basic sales/partnership concepts and techniques (e.g., discovery, qualifying individuals, relationship mapping, objection handling, upselling, closing, outreach).

Responsibilities:

• Drive product conversion, upsell, adoption and customer satisfaction over the phone with customers. Work hands-on with Google Cloud products to demonstrate integrations in customer environments.
• Work with reseller partners to generate additional demand and execute sales cycles through partner channels.
• Identify opportunities for cross-sell of other company products.
• Prepare and deliver product messaging in an effort to highlight Google Cloud value proposition using value and solution selling techniques. Develop slide presentations, exec briefings, product demonstrations, white papers, and other key documents.
• Liaise with marketing and product teams to improve the overall experience. Work hand-in-hand with Field Sales, Engineering, Customer Success, TAM, SE,SMB and Sales/Business Development functions to explore opportunities from a technical perspective, and collaboratively qualify opportunities.
• Make recommendations on integration strategies, enterprise architectures, platforms, and application infrastructure required to successfully implement a complete solution providing best practice advice to customers to optimise Google Cloud effectiveness.
• Leverage customer feedback to drive improvements to the content shared with the customers.

We offer a 10-month contract based in Malaga or Madrid, and a competitive salary + a sales bonus plan (paid quarterly).

The work will be in hybrid format: 2 days off-site and 3 days on-site.

About us

RavenPack is the leading big data analytics provider for financial services. Financial professionals rely on RavenPack for its speed and accuracy in analyzing large amounts of unstructured content. RavenPack’s products allow clients to enhance returns, reduce risk, and increase efficiency by systematically incorporating the effects of public information in their models or workflows. Our clients include the most successful hedge funds, banks, and asset managers in the world!

About the Role

We are seeking a dynamic and experienced Procurement Manager to oversee the procurement activities of the organization. This includes sourcing and purchasing software, subscription services, and technology-related goods and services at the most competitive prices while ensuring timely delivery and compliance with company policies and procedures. This role requires a strategic thinker with a deep understanding of SaaS procurement practices and the ability to manage supplier relationships effectively.

Responsibilities

• Source and procure goods and services required by the organization.

• Work closely with internal departments, such as operations, finance, S&M, product and development, to understand their needs and ensure procurement activities align with organizational goals.

• Identify, evaluate, and develop relationships with reliable suppliers, including software vendors, service providers, and technology partners.

• Collaborate in the preparation, negotiation, due diligence, risk assessment and management of contracts related to data acquisition, software licenses, subscriptions, and professional services in collaboration with the legal department.

• Oversee the preparation and processing of purchase orders and contracts. Ensure all documentation is accurate and compliant with company policies.

• Develop and manage the procurement budget. Monitor and control expenditures to ensure they remain within budget.

• Develop and implement procurement strategies and tools to optimize cost savings and efficiency.

• Monitor supplier performance and manage supplier relationships.

• Prepare and present reports on procurement activities, performance metrics, and cost savings to senior management.

• Use and enhance the available tools to analyze opportunities and risks on spends, categories, and vendors.

• Maintain procurement records and documentation.

• Stay updated on industry trends, market conditions, and best practices in procurement.

• Ensure compliance with procurement policies, procedures, and regulations.

• Develop and maintain a vendor management program to evaluate and monitor vendor performance, ensuring service level agreements (SLAs) are met and driving continuous improvement.

• Collaborate with the legal department in sustainability initiatives within the procurement process, ensuring that procurement practices align with environmental, social, and governance (ESG) criteria.

Requirements

• Bachelor’s degree in business administration and law, supply chain management, procurement or related field.

• Ideally 5+ years of professional experience relevant to procurement, purchasing practices.

• Fluent in Spanish and excellent command of English, both in writing and verbal.

• Strong negotiation skills and ability to build effective relationships with suppliers.

• Excellent analytical and problem-solving skills.

• Proficiency in procurement software and Microsoft Office Suite.

• Knowledge of procurement best practices, regulations, and compliance standards.

• Excellent communication and interpersonal skills.

• Ability to work independently and collaboratively in a fast-paced environment.

• Contract management skills.

• Eligibility to work in Spain.

Nice to have

• Demonstrated experience in conducting due diligence on suppliers and integrating Environmental, Social, and Governance (ESG) criteria into procurement processes to ensure ethical and sustainable sourcing practices.

What's in it for you?

• International Culture: With its headquarters in Marbella, Spain, and presence in New York and London, RavenPack takes pride in being a truly diverse global organization.

• Competitive Salary: In RavenPack, we believe that your time and experience needs to be fairly rewarded.

• Continuous learning: We provide the support needed to grow within the team.

• Innovation: Innovation is the key to our success, so we encourage you to speak up and tell us about your vision.

• Hybrid work arrangement

• Shuttle bus: From Malaga, Fuengirola, La Riviera, and Estepona is available for free from the company.

• Diversity is in our DNA! You will work in an international environment (over 29 nationalities and 24 languages spoken!)

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

In collaboration we are working with a BPO with great employee satisfaction ratings to find Slovakian-speaking Content Moderators.

Location: Thessaloniki, Greece

Work Model: On-site

Employment type: Full-time

DUTIES AND RESPONSIBILITIES:

• Review content such as videos, news stories, still pictures, political ads, and social media profiles
• Score this content on areas such as age-appropriateness, level of violence, sexual content, and political transparency
• Apply a content policy to digital content and execute handling procedures with consistency
• Identify subtle differences in the meaning of digital communication and accurately enforce the client's terms of use
• Actively participate in employee assistance programs, program reporting initiatives and training to foster the well-being of you and the employee community
• Escalate through appropriate channels any changes that may impact performance or as necessary to maintain required KPIs
• Adhere to security measures, confidentiality, and other project requirements in any way related to your work

REQUIREMENTS:

• Fluent English (C1) and Slovakian (C1), must be able to read and speak the language with an emphasis on great grammar skills
• Experience in a BPO/contact centre/content moderation is prefered
• Tolerance of sensitive content that might sometimes include: child exploitation and abuse, animal torture, gang violence, murder, hate speech and more
• A high school diploma or equivalent
• Strong interpersonal skills, verbal and written communication skills and most importantly empathy
• A high affinity and cultural awareness of political and social situation in the country/region of supported language
• Ability to pass a Criminal background check

OFFER:

• Excellent remuneration package based on experience, skills and performance
• Shifts within 24/7 hours of operation
• Relocation support
• Wellness coaching sessions to ensure awareness of wellness resources and to ensure job adjustment
• A dynamic and creative team with a positive and friendly atmosphere
• Good work environment - the employer can show off great reviews from their employees
• Guidance and tools to reach your full potential
• Private health and life insurance
  • €85 monthly meal vouchers.
• €65 monthly transport allowance
• Relocation support (flight & hotel) from Athens and other regions of Greece, including islands

In collaboration we are working with a leading financial services company who are looking to recruit a Customer Sales & Support Agent with Slovenian for their Paphos office.

Location: Paphos, Cyprus

Employment type: Full-time

Remuneration: Base salary + commission.

DUTIES AND RESPONSIBILITIES:

• Promote the company's products and service
• Strong customer service orientation with excellent communication and interpersonal skills, able to build rapport and establish trust with customers
  
• Increase chances of future sales
  
• Ensure clients receive the highest level of service at any moment given
• Assist customers via phone, email, and chat, providing detailed product information and resolving issues
• Meet and exceed sales targets and goals
• Collaborate with team members to achieve sales objectives
• Work Monday to Friday, from 9:00 AM to 5:00 PM, with occasional additional hours during peak seasons.

REQUIREMENTS:

• Proficiency in Slovenian. B2 level in English (and higher)
• Secondary education with a school-leaving examination or higher
• Hardworking, independent, and resilient
• Fast learner with a motivated, target-driven mindset
• Excellent communication and interpersonal skills
• No prior experience required; comprehensive on-site training provided
• Work Monday to Friday, from 9:00 AM to 5:00 PM, with occasional additional hours during peak seasons.

BENEFITS:

• Excellent remuneration package based on experience, skills, and performance
• A dynamic international team with a positive and friendly atmosphere
  
• Guidance and tools to reach your full potential
• Join a supportive and energetic team in client’s Paphos office
• Relocation Package: Extensive package including flight expenses and paid accommodation
• Additional bonuses for hard work and dedication
• Enjoy hours that fit your lifestyle
• Opportunities for advancement within the company
• Participate in events that foster a fun and friendly work environment
• And many others!

In collaboratie we are working with a BPO with great employee satisfaction ratings to find experienced German-speaking Customer Care Specialists to work remotely in Slovenia. The successful candidates would support customers of financial services company.

Location: Remote/work from home in Slovenia

Employment type: Full-time

DUTIES AND RESPONSIBILITIES:

• Deliver exceptional customer service by promptly addressing customer inquiries, resolving issues efficiently, and ensuring overall customer satisfaction
• Research and provide accurate and timely responses to inquiries coming through phone, email, and live chat support channels
• Navigate internal and external documentation and resources to provide world-class service
• Identify and escalate priority or unresolved issues to appropriate internal teams
• Route calls to the appropriate resources when necessary and document all customer interaction information according to standard operating procedures
• Identify, troubleshoot, and communicate emerging trends and patterns in accomplished issues
• Strive for high-standard customer satisfaction and experience and ensure that all calls are handled professionally based on the quality guidelines set by the client
• Adhere to established protocols, KPIs, guidelines, and company policies to ensure consistent and standardized delivery of customer service
• Foster a collaborative work environment by engaging with team members, supervisors, and other departments to resolve customer issues, share knowledge, and contribute to a positive team atmosphere.

REQUIREMENTS:

• System knowledge:
• Very good user knowledge of common PC applications
• Communicative knowledge / social skills / soft skills: Very good knowledge of German (at least C1 level);
• Good ability to express yourself verbally and in writing in German
• Flexibility, friendliness, resilience, independence, reliability
• Skilled conversation skills, linguistic fluency, and understandable pronunciation in German
• Good communication and teamwork skills
• Expertise: Basic credit card-specific knowledge desirable

OFFER:

• Excellent remuneration package based on experience, skills and performance
• Indefinite contract
• Private health and life insurance
• Fully remote work from Slovenia
• A dynamic and creative team with a positive and friendly atmosphere
• Good work environment - the employer can show off great reviews from their employees
• Guidance and tools to reach your full potential.

In collaboration we are working with a leading Outsourcing/BPO consultancy who is seeking to onboard a Team Leader to join their Customer Support teams in Riga.

Location: Riga, Latvia

Employment type: Full-time

DUTIES AND RESPONSIBILITIES:

• To motivate, develop, and mentor team members in a dynamically changing environment
• Drive process performance to achieve and exceed SLA deliverables according to associates' balanced scorecards
• Meet shrinkage, productivity, and attrition targets
• Manage/take accountability for dips in performance with adequate reinforcement plans proactively
• Ensure effective and consistent communication with internal and external contacts
• Manage and delegate daily volumes within the team and coordinate activities to ensure daily BAU delivery is in line with customer KPIs
• Keep a detailed understanding of processes/SOPs run by the team and ability to bring in improvements and efficiencies within operations
• Create a mode of operations to be adhered to by team members in order to maintain good routine and orderliness
• Conduct team huddles to discuss process updates, feedback, and key focus points for the day
• Answer and manage client queries/complaints across LOBs, rectify issues, and liaise with appropriate departments to handle complex issues in a bid to provide more effective solutions
• Mentor team in process & quality parameters, conduct live/remote audits of client interactions
• Perform root cause analysis to identify key defects and create action plans/goals to improve
• Provide direct customer support, calls, answer live chats, and/or social media from customers to provide quick resolution of issues and questions or may provide assistance to a team member
• Create, publish, and maintain operations-related reports in a timely manner
• Discover training needs and support in training to provide necessary coaching on the ground
• Collaborate with different support groups – Recruitment, Training, Quality, HR, Workforce – to improve agent profiling and performance
• Consider any additional ad hoc tasks that may contribute to operational needs, better service to the client, or improvement to the KPI
• Adhere to company and customer procedures, policies, confidentiality guidance, and data protection legislation
• Record case resolutions in the contact center tool based on client communication via phone, email, chat, etc.

REQUIREMENTS:

• Proficient Dutch/Flemish (C1) and fluent in English (B2) language, both verbal and written
• At least 1+ year of a BPO/call centre experience as a Team Leader
• Willingness to relocate to Riga or already residing there
• EU citizenship or valid work permit for Latvia
• Computer literacy with a minimum typing skill of 50 wpm with 90% accuracy
• Excellent people management skills should have experience in previous roles
• Good experience in MS Office – Word, Excel, and PowerPoint
• Strong experience in presentation skills
• Excellent communication and customer service skills
• Excellent analytical and problem-solving capabilities
• Ability to drive initiatives in the team with creativity and a long-term vision
• Experience in initiating and implementing process improvements

OFFER:

• Paid startup training and professional development sessions
• 8 hours shifts within the line operating hours from Monday to Friday 10 - 19 and on Satruday 10 - 14 for Dutch market or 10 - 18 From Monday to Friday for Belgian market
• Relocation support
• A dynamic and diverse job in a pleasant and modern environment
• Opportunities for personal and professional development
• Team-building activities