Detalle de la Oferta

Descripción de la Oferta

We are seeking a highly motivated and experienced Team Lead to join our Customer Care team. In this position, you will lead by example, providing exceptional digital customer support while fostering a positive and productive team environment. This role requires a strong focus on resolving customer issues efficiently and professionally, ensuring customer satisfaction and retention.

Key Responsibilities:
Mentor, coach, and guide your team to achieve and exceed KPIs.
Conduct performance evaluations and create individualized development plans.
Ensure the efficient and professional resolution of customer inquiries and issues.
Act as a point of escalation for complex cases, demonstrating strong problem-solving skills.
Proactively anticipate and address customer needs.
Optimize Performance and Continuous Improvement:Analyze performance metrics and propose improvements to processes and strategies.
Utilize CRM tools to manage cases and track interactions.
Collaborate with other departments to enhance the customer experience.
Effective Communication and Collaboration:Maintain clear and concise communication.
Ensure the team has up-to-date knowledge of products and services.

Qualifications:
5-7 years of experience in international contact centers, with a focus on digital support.
Fluent English proficiency (oral and written) is mandatory.
Proven experience managing teams of 10-15 associates.
Excellent communication, problem-solving, and customer service skills.
Solid knowledge of CRM tools and MS Office.
Prior call center/digital experience (preferred).
Availability of a secure workspace and stable internet connection for remote work.


Benefits:
When becoming a member of the Capgemini team you will not only boost your professional career by acquiring an enormous international exposure and accessing our vast online certification platforms from the equipment that we’ll gladly provide you. You will also enjoy a proper life-work balance along with a healthy work environment thanks to our hybrid work model and great teamwork philosophy. Besides, caring for you is our top priority! That is why we offer awesome health and life insurance programs along with many other perks and amazing bonuses. An amazing job is waiting for you!

Experiencia Requerida

Educación Superior

Educación Secundaria

Lenguajes