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 :
To apply:
Please send your CV to StaffMatters at admin@smstaffmatters.com and mention that you are applying for the vacancy of Client Relations Team Leader with reference number 3682.
Or you can apply directly through your candidate login by hitting the APPLY button.
