We are looking for a motivated and experienced Customer Success Team Leader to join our Limassol based dynamic team in the fast-paced online trading industry. As a Customer Success Team Leader, you will lead and manage a team of Customer Success Officers, ensuring they provide exceptional support to our clients. Your role will be key in driving team performance, enhancing customer satisfaction, and efficiently resolving customer inquiries related to online trading services.
DUTIES AND RESPONSIBILITIES
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Lead, inspire, and manage a team of Customer Success Officers, ensuring optimal performance and productivity.
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Conduct regular training sessions to ensure team members are equipped with the necessary skills and knowledge to deliver high-quality service.
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Monitor team performance through KPIs and customer satisfaction metrics.
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Implement action plans to improve team results.
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Handle escalated customer inquiries and complaints, ensuring timely and effective resolutions.
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Identify areas for process improvements to enhance customer experience and service efficiency.
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Collaborate with other departments, such as sales, compliance, and technical support, to resolve customer issues and streamline operations.
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Provide regular performance reports and insights to senior management, highlighting team achievements and areas for improvement.
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Ensure compliance with industry regulations, policies, and company standards in customer interactions.
CANDIDATE PROFILE
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Degree in Business Studies or a related field.
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At least 2 years of experience in a Customer Service leadership role, preferably in the online trading or financial services industry.
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Excellent command of the English language; knowledge of additional languages is a plus.
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Strong knowledge of online trading platforms, financial instruments, and trading regulations.
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Proven ability to lead and motivate a team, fostering a positive and collaborative work environment.
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Excellent communication skills (both written and verbal), with the ability to simplify complex topics for customers.
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Strong problem-solving abilities and a customer-centric mindset.
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Experience in monitoring and improving team performance using metrics and KPIs.
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Proficiency in CRM software.
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Ability to work under pressure and manage difficult situations with professionalism.
COMPANY BENEFITS
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24 working days of annual leave.
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Comprehensive Global Medical Insurance Plan, covering the employee and their immediate family from day one.
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Unlimited access to Udemy Business for professional development.
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Company discount card offering access to various goods and services.
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Corporate events and team-building activities.
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Professional and personal development opportunities in a fast-growing environment.
Due to the high volume of applications received at GRS Recruitment, only shortlisted candidates will be responded to.
To apply for this position, please email your CV to
Hayley Buckle, hayley@grsrecruitment.com quoting the above job reference or call +357 25 342 720 for further information.
