Customer Experience Supervisor

About us – we are a challenger bank in Southeast Europe and regional leader in alternative payment solutions, building an ecosystem by combining financing and shopping to address customers’ needs. Our successful business model and customer-focus approach allowed us to be one of the most profitable and efficient banks in the region. We currently serve customers in Romania, Germany, Bulgaria & Lithuania.
We have now expanded our global footprint in Greece with thousands of merchants and consumers. Do you want to play a key role in our unique success story?

If yes, we are looking for a Customer Experience Supervisor to join our Team in Greece!

What you get to do in this role:

• Assist in the formulation of targets for individuals and teams.

• Answer questions from staff and provide guidance and feedback.

• Onboard new employees.

• Ensure a friendly and motivating work environment.

• Anticipate escalation and take over customer interaction when needed.

• Devise ways to optimize procedures and keep staff motivated.

• Measure performance with key metrics such as SL, AR, attrition, etc.

• Quality evaluation of team members' interactions and proceed to detailed action plan when needed.

• Ensure adherence to policies for attendance, established procedures etc.

• Keep management informed about recurring issues or problems.

• Prepare weekly/monthly/annual results and performance reports.

What we are looking for:

• BSc in Business Administration or other relevant degree

• Proven experience as call center supervisor or similar supervisory position

• Experience in customer service is essential

• Knowledge of performance evaluation procedures

• PC proficiency

• Outstanding communication and negotiation abilities

• A results-oriented approach

• Excellent organizational and leadership skills

• Ability to work under pressure

• Excellent use of English, written and oral

• Excellent problem solving and troubleshooting skills

• Ability to multi-task and handle different systems

Desirable:

• Customer care experience in Banking/ Financial industry.
  

In Return, We Will Give You

• Opportunity to be a part of growing organization where you can see the difference you made!

• Competitive Salary

• A friendly environment & team of passionate multinational professionals. Don’t be surprised if you talk to 16+ nationalities @ tbi bank!
  
  

If this sounds like something you’d be interested in, we'd love to hear from you!

To apply for this position, please send us your CV in English.

Your candidacy shall be treated confidentially in accordance with the GDPR. Only shortlisted candidates will be contacted for interview.