Justyna Szmyd

• Responsible for management, organization and co-ordination of the day to day work of 12 people to achieve service level agreements and key performance indicators
• Manage team resources: coordination of leave and management of breaks, training days and re-assignment of responsibilities during team-member absences
• Motivate, develop, coach and formally appraise employees to set performance standards, recognize achievement and deal with performance issues
• Ensure that customer service officers achieve the required performance targets and standards in accordance with the business plan.
• Monitor and report progress and performance, provide feedback and take appropriate corrective action.
• Act as an escalation point for customer and stakeholder complaints
• Undertake customer surveys, consultation, exit surveys and elicit feedback on services in order to improve service delivery
• Maintain a good rapport with internal and external stakeholders to ensure the team receive up-to-date information
• Monitor the changing needs of the service, challenge current methods of service delivery and identify, recommend and implement improvement

• Responsible for training and people development in Customer Service Operations
• Update and maintain training materials in accordance with global standards
• Delievering support for CSO processes
• Establishing of procedures and processes in alignment with business performance needs
• Work with team managers to prioritise improvement initiatives and the implementation of the Continous Improvement culture

• Being the first point of contact for customers- resolving customer requests received via all mediums (phone, email, fax) according to agreed service levels and service standards
• Co-ordination of all activities related to realization of lubricants deliveries, such as : order entry in GSAP, product reservation, confirmations of date of shipments , changing and cancellations of orders , controlling delivery status
• Troubleshooter for customers, schedulers and logistic, coordination of communication between customer and company, dealing with claims
• E-Serve Super User – cooperation with customers regarding online services , logging tickets concerning problems connected with E-Serve and system applications