Customer Service Team Lead

Milan , Lombardy, Italy

Type: n/a

Category: Customer Service & Support

Requirements: English
Company: CHEP
Region: Milan , Lombardy

PLEASE READ BEFORE APPLYING

Fluent level of English and Italian is required,

Please submit your CV in English

**YOUR MISSION**

As a CSO Team Leader you will be a team coach and you will be responible to co-ordination and development to provide premium class costumer service. You will act as the prime contact for proactive analysis on Customer Account management and deal with in-depth and complex issues on customer accounts to increase customer satisfaction and maximize asset productivity according to CHEP strategy.

** YOUR GOALS **

Team Management

• Assess, motivate and develop the team through coaching and personalised development plan
• Build a continuous improvement culture, introducing best practice, new ideas and opportunities

Process Improvement

• Assess account management current activities to define improvement areas, tasks accountability and team performance KPIs
• Optimize processes to develop internal best practices and foster knowledge and expertise sharing
• Create activity-guidelines to facilitate induction to new members and guarantee service consistency

Customer satisfaction

• Take preventive action to ensure that customer satisfaction is maximised
• To react positively to problems identified and undertake root cause analysis
• Provide reconciliation for customer accounts relating to regular and ad hoc pricing/ declaration methods.

** WHAT WE ARE LOOKING FOR**

• 3-5 years of work experience in customer facing role;
• Preferred experience in an international environment
• Preferred experience in a service company where contact with customers as well as analysis and attention to detail are a key success factor
• Worked with objectives, measures and KPIs

** WHAT WE OFFER **

Competitive Remuneration package

Annual bonus based on company personal performance

Lunch Bouchers *

Opportunity to take part in the Brambles share programme

Transportation Subsidy *

Referral bonus by sharing the best Talent around you,

Hybrid working*

Various health wellbeing events and programmes

*Some Benefits may vary in amount or type according to location, more information to be given during your first call with one of our Recruiters.

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