SC POTENTIAM SERVICES SRL

Service Desk Team Leader

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We are seeking a highly talented person to fill the role of Service Desk Team Leader.

Our client is based in UK and they are a digital training organization that educates teams across the world’s leading brands and agencies to help drive transformation and growth and since 2009 they have been delivering learning programs to more thanlearners globally, in more than 200 companies, across 124 countries.

If you are passionate about customer service, dealing with customers via email and working in a team then we would love to hear from you.

The client is offering the opportunity to progress and develop as a Team Leader.

The shit is a rota one, it is Monday to Friday 8am-4pm and 2pm-10pm.

Key Responsibilities:

  • Leading the strategy of the Customer service team, coaching the Customer service Agents to ensure customers receive friendly, efficient and accurate service
  • Replying to customer queries with professional, friendly, and informative responses.
  • Working as the lead of a team to handle a large volume of inbound enquiries, and constantly helping to improve the efficiency of this process (. by maximizing the amount of questions solved through self-help on our knowledgebase, and speeding up the time to reply to tickets through use of automations and macros).
  • Lead development of the Knowledge base at Circus Street
  • Leading the implementation of new Zendesk features.
  • Acts as the key stakeholder for Zendesk at Circus Street
  • Develop Service Desk SLA and ensure they are adhered to
  • Writing and updating Macros in Zendesk to enable speedy, professional and informative
  • replies to common questions.
  • Writing and updating Articles in our Support Centre Knowledgebase to improve the quality of our self-serve support.
  • Lead research and make recommendations to our Product team to improve the customer service experience, using forward facing technology such as chatbots and AI
  • Liaising with the account management team to ensure clients and learners are informed of the outcome of support requests
  • Working with our Technology team to ensure bugs and issues are prioritized correctly and fixed in a timely and efficient manner


    • Education, Experience and Skills Required

    • A 1st class or 2:1 University degree
    • Excellent language and typing skills
    • Good analytical skills
    • Good problem solving skills
    • Exceptional self-organisation and personal motivation
    • Experience with Zendesk or similar ticketing and support platform
    • Experience or interest in Crowd Funding platforms and campaigns
    • A flair for marketing and sales
    • Exceptional confidence with speaking to and influencing people
    • You should be into "DIY" style projects and enjoy building and fixing things, and consider yourself a "Quick Learner"
    • A background in engineering or a technical subject is preferred
    • Troubleshooting


    To be Successful

  • We are looking for someone who demonstrates the following competencies:
  • Self-Starter - ability to execute and implement change to our products that drive revenue
  • Passion – for driving and achieving your goals
  • Collaborative Working - enjoy working in partnership and collaborate with colleagues across the organisation to recognise shared objectives and priorities, and work cooperatively to achieve them
  • Goal Oriented – naturally motivated to reach your team’s goals above your own
  • Interpersonal/Communication Skills – Able to quickly establish and maintain excellent relationships and credibility
  • Decision Making – provide a good balance of risk taking and judgment; Is forthright and confident to take initiative, make decisions and be responsible for the consequences of the decisions made; Able to operate independently
  • Professional – unquestionable integrity, credibility, and character
  • Good Bones – Respectful and caring attitude towards employees and colleagues, collaborative and helpful approach

    • Benefits:

    • Work from home
    • Competitive Salary
    • Flexible hours
    • 20 days of holiday ( year after year will go up with an extra day)
    • Christmas and Easter bonuses
    • Shopping vouchers
    • Medical subscription
    • Social events organized and funded by the company throughout the year
    • Meal vouchers

    POTENTIAM

    Potentiam delivers the considerable benefits of ‘Smart Resourcing’ to businesses of all types. Big business has been investing heavily in ‘outsourcing’ for over 15 years and it’s now time to make a similar but improved model easily accessible to medium-smaller sized businesses.

    The huge benefits of reducing costs, improving cash flow and reinvesting the considerable savings in a growth strategy allowing us to truly outgun the competition. Without ‘Smart Resourcing’ we would have struggled to achieve any of this. We believe we can play a key role in powering your business.

    Be a part of Potentiam Services. Srl, be a part of smart resourcing!

    We are committed to protecting the privacy of all of our candidates and clients. Following some recent changes to data protection laws we have updated our Privacy Policy. To view a copy and to help you understand how we collect, use and process your personal data please visit the Privacy page on our website


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    • Locatie
      Iasi
    • Tip job
      Full time
    • Publicat
      Acum 1027 zile

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