Customer Service and Operations Assistant handling inquiries and operational tasks at Sproud. Ensuring smooth order fulfillment and customer service while based in Warsaw, Poland.
About the role
- Customer Service Team Lead at Specsavers overseeing customer service representatives. Ensuring high-quality service delivery and process improvements at Delta, BC Distribution Centre.
Responsibilities
- Supervising and guiding a team of customer service representatives to ensure high-quality service delivery.
- Overseeing daily operations for stand-alone stores and ecommerce functions including coaching team members, handling escalations, and improving processes to enhance customer satisfaction.
- Building strong rapport with customers and internal stakeholders, promoting a “customer first” approach and consistent service delivery.
- Monitoring customer interactions to maintain service quality and ensure adherence to company policies, SOPs, and customer service standards.
- Collaborating with other departments to streamline workflows and support broader business objectives.
Requirements
- Strong customer‑focused mindset with a professional, positive, and proactive approach to service excellence.
- Effective verbal and written communicator with a professional telephone manner and the ability to handle feedback, complaints, and complex situations confidently.
- Proven leadership and coaching skills, with the ability to motivate a team and support continuous skill development.
- Strong problem‑solving and conflict‑resolution abilities with a solutions‑focused, continuous‑improvement mindset.
- Highly proficient in Microsoft Office, especially advanced Excel, with strong overall IT literacy.
- Ability to analyze data, interpret insights, and make sound data‑driven decisions.
- Adaptable, quick to learn, and able to prioritize effectively in a fast‑paced environment with minimal supervision.
- Understanding of optics and the ability to manage end‑to‑end customer and store issues professionally.
- Nice-to-have: Experience managing customer service teams in fast‑paced environments, ideally within a call‑centre setting.
Benefits
- 4 weeks of vacation and 1 paid volunteer day
- 1 extra paid day off and an eyecare voucher on your birthday
- RRSP matching
- Quarterly performance bonus
- Profit sharing program
- Healthcare spending account
- Health and dental benefits effective on your first day
- Team and company social events
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