CUSTOMER SERVICE TEAM LEADER - ITALIAN

The Customer Service Team Leader is responsible for overseeing the day-to-day operations of the customer service team, acting as the primary point of escalation for complex customer cases. The Team Leader ensures the team adheres to project guidelines, delivers exceptional customer support, and meets key performance metrics. In this role, the Team Leader provides guidance to advisors, helps resolve issues efficiently, and drives continuous improvement in customer experience and service qualityMain responsibilities: • Team Management and Support: being available as the primary point of contact for the team, offering support and handling escalated cases. Help advisors find the best solutions for customer issues and act as a mentor to improve their performance.• Customer Requests Handling: assist the team in managing customer inquiries through various channels and platforms, ensuring that requests are addressed promptly and accurately.• Complex Case Resolution: investigate and analyze complex customer issues, ensuring that root causes are identified, and appropriate actions are taken to resolve the case.• Data Management: ensure that all customer interactions and activities are recorded and tracked in OEM systems by the team and provide reports on team performance.• Process Improvement: constantly seek ways to improve workflows and service quality to meet internal KPIs and customer expectations. Implement best practices and corrective actions when necessary.• Team Collaboration: participate in regular team meetings, providing feedback and sharing insights to help the team achieve collective goals.• Contribute to the creation and updating of knowledge bases, FAQs, and training materials for customer service agents.• Documentation and Reporting: prepare, update, and manage all relevant documents, templates, and records, ensuring they are easily accessible and up to date.• KPI Achievement: ensure that both personal and team objectives are met by monitoring individual performance and implementing strategies for improvement.• Communication and Feedback: maintain clear, precise communication with internal departments and external partners, ensuring smooth case handling and effective escalation management.• Customer Satisfaction Focus: guarantee the team consistently delivers high-quality customer support, aiming to enhance overall customer satisfaction and loyaltyMain duty is to:• Guarantee delivery of best Customer support as detailed and published in the project guidelines. • Guarantee usage of MSXI business knowledge methodology and guidelines to deliver a high-quality business service.• Put in place all corrective and preventive actions to ensure project objectives achievement• Document, communicate clearly, precisely and promptly and Share with all teams all the best practices to improve Customer handling.Full delegation in all activities related to:• Implement actions that achieve team objectives and meet deadlines.• Monitor and evaluate individual and team performance to ensure effectiveness.Knowledge and Skills required: • Skilled in resolving conflicts and mediating between team members and customers in a positive, team-oriented way.• Ability to remain flexible and proactive under pressure, adapting to time-sensitive changes and shifting priorities.• A high level of resilience, discipline, and punctuality in all work-related tasks.• Basic knowledge of MS Office365 applications, with proficiency in PowerPoint and Excel. • Automotive Industry Knowledge: understanding of both sales and aftersales processes in the automotive industry.• Familiarity with consumer protection legislation and automotive warranty systems is an advantage.• Excellent verbal and non-verbal communication skills, with the ability to engage effectively through a variety of channels.• Strong interpersonal skills with the ability to negotiate and persuade in challenging situations. • Leadership skills with a focus on team development and achieving results.• A customer-oriented mindset with a commitment to delivering high-quality service.• Strong understanding of call center operations, performance metrics, and customer service best practices.• Ability to interact at the executive level and within multi-disciplinary, multi-cultural teams. • Empathy is a valued trait.• Problem Solving and Logical Thinking: ability to analyze complex problems, break them down into manageable components, and make decisions based on available information• Native Italian Language is essential• Good level of Spanish and English is requiredQualifications: •Bachelor's Degree or equivalent work experience is required.Experience:• Minimum of 2-3 years of experience in a call center environment, with at least 1 year in a supervisory or leadership role.If you feel you can be the Team Leader, send your application to MSX.