Single Job

The company's top-notch team of professionals is rapidly growing, and they are currently looking for Client Relations Team Leader to join them at their company location in Limassol.

They are a specialized company for outsourced omnichannel customer support, experience, and complaint handling. Our aim is to optimize your clients' experience, established upon the reliability and security of your services.
 

Duties & Responsibilities:  

• Oversee the end-to-end complaints resolution process, ensuring timely and professional handling of client issues across all communication channels including telephone, email, and other platforms. 
• Lead the investigation and resolution of complex or escalated complaints by coordinating with cross-functional departments to gather accurate and up-to-date information. 
• Review, consolidate, and present comprehensive complaint analysis and trends to the Head of 
• Department, identifying key issues and proposing actionable improvements. 
• Guide and support team members in negotiating effective and client-centric resolutions, while ensuring alignment with company policies and service standards. 
• Ensure high-quality, formal responses are prepared and delivered appropriately for each complaint, maintaining a consistent and empathetic tone. 
• Generate, review, and submit detailed complaints-related reports and performance metrics as requested by management. 
• Monitor and audit ticketing and data capturing systems to ensure accuracy, completeness, and compliance with internal protocols and timelines. 
• Mentor junior staff and foster a client-focused culture within the team, ensuring best practices are followed and continuous improvement is encouraged. 
• Take initiative in identifying process gaps and recommending enhancements to improve the overall customer experience and complaint handling efficiency. 
• Perform additional leadership or operational duties as required by the department or organization.

Requirements: 

• BSc Degree in any related field. 
• Languages: English, French, German, Arabic are highly preferred. 
• Skilled in problem solving, punctuality, and ability to work under pressure. 
• Experience with ticketing systems and CRM. 
• Previous experience in a similar role 
• Excellent knowledge of Microsoft Office (Excel, Word) 
• Fluent in English (Verbal and Written) 
• Ability to handle large amount of data. 
• Attention to details & ability to follow procedures.

Benefits:

• 3500-4000k Gross based on qualifications and experience.
• Private Medical Insurance after completion of the first 3 months of employment.
• Discretionary performance bonus and annual salary review.
• Employee Referral Bonus.
• 21 days of Annual Leave.
• 5 days of Paid Sick Leave.
• Corporate discounts.
• Free snacks and beverages daily, complimentary lunch on Fridays and sweet Mondays’ brunch to seize the week. 
• Amazing Opportunities for career advancement vertically and horizontally.
• Magnificent Corporate Events and Team building activities.
• And many more….

Working hours :

• 9am - 6 pm