Customer Service Team Leader

  • CDI 
  • Début :  
  • Sofia
  • Bac +2
  • > 1 an

La tribu



    Le poste

    Customer Service Team Leader

    • CDI 
    • Début :  
    • Sofia
    • Bac +2
    • > 1 an

    Cette offre a été pourvue !

    À propos

    Wiidii is a start-up created in 2014 and based in Bordeaux (France). Our Smart To Do and its augmented assistant, which is a combination of cutting-edge technology and the savoir-faire of our customer service department, allows us to support and gain the loyalty of millions of clients of the major groups we serve with white label solutions.

    Our promise is to create perfect personal assistance, unseen and indispensable, capable of making everyday life easier while fading into the background of daily usage. Blending perfectly with the brand identity to reinvent customer relationships and to create an everyday and personal link with each of their clients. 

    We have enriched our value proposition with an alternative, responsible and ethical support, responding to the evolution of our user’s daily lives and usage. 

    Descriptif du poste

    We are looking for a highly motivated professional to be our next Customer Service Team Leader to supervise a team of 7 Customer Service Agents in our newly opened Sofia office to provide exceptional service and support to our clients.

    Your priority as a Team Leader is to make the Customer Service team be a champion of customer care and attain the highest level of customer satisfaction, thanks to your excellent interpersonal communication, and supervision skills, with a willingness to go the extra mile.

    You will have a double mission of team supervision and direct interaction with customers through the Wiidii application to process and provide information in response to various requests. Below a non-exhaustive sample of the tasks you will manage:

    1. As Team leader role

    • Lead the local Customer Service team in coordination with the Customer Service Manager based in France
    • Handle on the job training and coaching of the team members
    • Coordinate the flow of client requests among team members
    • Handle the daily administration of the team

    2. As a member of the Customer Service team

    • Identify and assess our customer’s needs,
    • Manage incoming requests and respond via our Smart To Do system,
    • Provide accurate, complete, and correct information using the appropriate methods and tools, as well as good communication procedures, guidelines, and policies,
    • Manage the CRM system and updates: keep a log of interactions with customers, process customer accounts and records, and manage databases,
    • Travel arrangements: Flights, hotels, cars, etc,
    • Appointments and reservations: Restaurants, events, concerts, hairdressers, doctors, etc,
    • Ensure a high level of customer service and a positive user experience,
    • Participate in new projects and tests for which we may need your help.

    Profil recherché

    • Bilingual in Bulgarian and English (grammar and spelling tests during the interview). French language is an asset
    • Proven experience in team supervision / leading
    • Proven experience in client service or tourism sector
    • Good editorial skills
    • Strong knowledge of web tools, geolocation tools, search engines and price comparison sites
    • Working knowledge of MS Office (Excel, Word)
    • A champion of client relation and satisfaction
    • Persistent and problem solver
    • Interested in new technologies and looking for a dynamic start-up atmosphere in which to evolve.
    • You are flexible on your schedules as the position involves night and weekend shifts.

    Déroulement des entretiens

    A video interview with HR team
    A video interview with Customer Service Manager & COO
    Meeting with HR team, CS manager & COO in Sofia

    Découvrez l'équipe

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