Customer Support Lead - Marketplace (CL 0321)

Customer Support Lead - Marketplace (CL 0321)
Skroutz S.A, Greece

Experience
1 Year
Salary
0 - 0
Job Type
Job Shift
Job Category
Traveling
No
Career Level
Telecommute
No
Qualification
As mentioned in job details
Total Vacancies
1 Job
Posted on
Mar 30, 2021
Last Date
Apr 30, 2021
Location(s)

Job Description

Who We Are

At Skroutz, we have a vision to make everyone's life better by being incredibly trustworthy, trouble-free, and easy to use. We want to provide this experience not only to our users and partners, but also to our team members.

We believe that people drive our business forward and we strive daily to build a powerful team with people that share the same passion and enthusiasm for eCommerce and technology.

What We Are Looking For

We're looking for a Support Team Lead to provide guidance to Marketplace Customer Support agents to deliver superior customer service to Skroutz users and merchants.

You’ll work with a team of 5-6 agents who operate in rotation including weekends. Your business hours will also follow a rotation schedule so that you could provide the best support and guidance to team members during their afternoon shifts and weekends.

As a Team Lead, you will need to contribute to creating a healthy inclusive team environment, guided by honesty, trust, and safety.

Some things about you

  • ou are results driven, persistent and can work independently
  • You can set a positive example and make sure your team is aligned with the department's goals and objectives
  • You aim to maximize individuals’ abilities through clear expectations, feedback, coaching, and recognition
  • You have an analytical mind and can identify process blockers that might be affecting the team work

Responsibilities

  • Schedule shifts
  • Monitor incoming volumes and backlog during the shift and reallocate resources if necessary
  • Answer questions from the team and provide guidance and feedback
  • Address customer issues and complaints, taking ownership of escalations and following problems through to resolution
  • Contribute to Support internal knowledge base
  • Take on more complex operational support tasks
  • Hold regular 1:1 meetings with each direct report to determine satisfaction and ensure team’s alignment
  • Address team’s concerns or performance issues as needed
  • Work with management to assess and improve processes and policies and minimize reactive support
  • Provide constructive feedback to PMs for the development of support tools

Requirements

What skills and experience you will need

Experience

  • Bachelor’s degree
  • Proven experience of successfully leading a support team for at least 1 year
  • Familiarity with customer service tools and CRM systems
  • Experience working with Zendesk will be considered a plus

Skills

  • Strong empathetic skills and the ability to put yourself in someone’s shoes
  • Strong customer centricity and focus on customer experience and satisfaction
  • Solid communication and interpersonal skills
  • Ability to multitask, prioritize, and manage time effectively
  • Analytical and problem-solving skills with customer service focus

Benefits

What’s it like to work at Skroutz

Skroutz is the leading ecommerce platform in Greece. At Skroutz we are committed to using modern software development to build top notch services and experiences. Our company operates Skroutz, a product discovery and price comparison engine that is evolving into a Marketplace.

What we offer

  • Smart Workplace
  • Ongoing training
  • Solid Development path
  • Private medical plan
  • Breakfast, subsidized lunch (optional), soft drinks, snacks, fruits
  • Equipment
  • Access to technical books, online courses and relevant resources
  • Extra paid time off
  • Flexible remote working

Disclaimer:

Skroutz collects and processes personal data in accordance with the EU General Data Protection Regulation (GDPR). We are bound to use the information provided within your job application for recruitment purposes only and not to share these with any unauthorized third parties. Please read our Recruitment Privacy Policy here.

Job Specification

Job Rewards and Benefits

Skroutz S.A

Information Technology and Services - Athens, Greece
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