Jacek Lasota

• Ensuring that clear and excellent Customer Care is provided to existing or new customers, ensuring a high customer satisfaction and NPS
• Supporting the team in handling technical inquiries through live calls and email
• Developing and coaching a team and individuals to achieve performance metrics
• Identify and where required deliver training/coaching to team members
• Motivation, monitoring, calibration, coaching, training and development of employees as required
• Ensure that agents have the knowledge, skills and equipment required to carry out their function effectively
• Ensure effective recruitment of appropriate staff to the team, including conducting interviews and liaison with the recruitment agency
• Development and implementation of employee work schedules, including breaks, holidays and off-line time.
• To provide counsel where there are performance or conduct issues and, in conjunction with the HR department, to take appropriate disciplinary action where required, in line with the company policy.
• Resolution of any escalations which occur in line with the agreed procedure
• Ensure client satisfaction on quality and service levels
• Working as part of a team

• Responsible for resolving a high percentage of customer complaints that cannot be resolved by L1 agents.
• Responding to instructions from the client and the clients head office.
• Prompt investigation, recording and management of system problems reported by users.
• Maintaining system support procedures and documentation
• Act as a Subject Matter Expert Role Model ensuring succession planning, procedures and continuous improvements are championed within the team
• Keep up-to- date on new or enhanced products/services in order to provide prompt transparent team communications
• Responsible for driving development and training opportunities within the team ensuring a seamless transfer of best practices and knowledge sharing is completed within agreed timelines
• Responsible for assisting agents with customer enquiries/complaints in some instances by taking transferred calls
• Responsible for managing the Level Two ‘inbox’

* To respond to all customer enquires within given timescales, efficiently and effectively.
* To develop and maintain a full knowledge of client products and services.
* To be able to recognise when a problem or query should be transferred to another department or a more senior member of staff.
* To deal with all correspondence as requested/required.
* Logging of all calls accurately and in line with procedure.
* To meet and exceed daily/weekly targets

1. Bieżąca obsługa zamówień.
2. Bieżąca obsługa klientów.
3. Zarządzanie produktami
4. Zarządzanie projektami
5. Zarządzanie i rozwój rynku
6. Nawiązywanie kontaktów handlowych
7. Doskonalenie procesów realizowanych w ramach zakresu obowiązków.