Discovery

  • Customer Service Team Leader

    Posted Date 3 months ago(1/30/2018 6:28 AM)
    Requisition ID
    18960
    Location
    UK-London
    Career Category
    Marketing & Communications
    Type
    Company Employee Full-Time
  • Position Summary

    Eurosport Digital are excited to be recruiting the new role of Customer Service Team Leader. The role is a newly established role supporting the Customer Experience manager within one of our start-up hubs. The role sits within our Eurosport Digital team on creating our new consumer OTT player, this is a European project and will include the opportunity to work on the Olympics which we have exclusive rights across Europe for the next eight years!

     

    The Customer Service Team Leader will be an integral role within the customer experience team across Europe with a focus on our Nordics and German markets as we have recently secured rights for a portion of the Bundesliga League. This is an exciting opportunity to be part of the digital transformation taking place at Discovery and help shape the team and strategy moving forwar

    Responsibilities

    • Responsible for driving excellent Customer Service across all channels and all markets
    • Ensure SLAs and targets are achieved on all KPIs
    • Responsible for coaching, training and ongoing development of the team
    • Report on quality and key performance targets
    • Feedback and act on customers complaints and pain points
    • Ensure effective and efficient communication between all teams

    Requirements

    • Solid experience in a similar role
    • Experience managing external partners
    • Comfortable working with high volumes in a fast paced, ever changing environment
    • Handle and escalate complaints efficiently and in a timely fashion
    • Experience with emails, inbound and outbound calls, chat and Social Media
    • Small project management
    • Experience leading international teams
    • Strong communication skills
    • Strong knowledge of CRM systems
    • Comfortable with Excel and PowerPoint
    • Strong communication skills in both English + Any other European language

    London, UK, England, United Kingdom, Europe

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