Customer Service Level 2 Agent assisting North Carolina taxpayers with compliance via phone and email. Involves answering queries and resolving correspondence in a high - volume environment.
About the role
- Customer Service Manager leading a team for Teya’s fintech operations in Milan. Ensuring world-class service and team development within a hybrid working environment.
Responsibilities
- Guiderai un team di Customer Service Specialist, assicurando performance elevate e allineamento agli obiettivi aziendali.
- Assicurerai che il team garantisca un servizio di livello mondiale ai nostri merchant, con tempi rapidi e soluzioni efficaci.
- Formerai, supporterai e svilupperai le competenze del team, creando un ambiente motivante e orientato alla crescita.
- Promuoverai un tone of voice chiaro, semplice ed empatico, in pieno stile Teya.
- Implementerai e ottimizzerai processi, routine operative, KPI e strumenti di supporto per scalare il servizio senza perdere qualità.
- Rileverai insight chiave su clienti, pain points, volumi e tipologie di ticket, trasformandoli in azioni concrete di miglioramento.
- Collaborerai con altri dipartimenti per rappresentare la voce del cliente e migliorare prodotti ed experience.
- Condividerai report accurati su performance, SLA, customer satisfaction e opportunità di ottimizzazione.
Requirements
- Almeno 2 anni di esperienza in ruoli di Customer Service Management o Customer Operations, preferibilmente in contesti in rapida crescita.
- Esperienza comprovata nella gestione di team, con focus su coaching, performance e motivazione.
- Capacità eccellenti di comunicazione, problem solving e gestione di situazioni complesse.
- Orientamento al risultato, mentalità analitica e forte attenzione al cliente.
- Familiarità con CRM, dashboard, ticketing system e strumenti digitali.
- Residenza nell’area di Milano o limitrofe.
Benefits
- CCNL a tempo indeterminato + bonus annuale legato alle performance del team
- Settore Terziario CCNL
- Welfare aziendale (142 euro netti al mese) e 8 euro netti al giorno di buoni pasto
- Rimborso chilometrico trasferte (se previste)
- Ambiente internazionale e opportunità di crescita reale
- Formazione continua e un team che supporta la tua crescita professionale
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