Company Description
Teya exists to make sure that every small and growing business in Europe has the opportunity to thrive. We want to become Europe’s go-to software solution for these businesses, simplifying their every day and helping them reconnect with the joy of running their business. Teya was born in 2019 and is home to over 850 employees and operating in 14 different countries. We've built a fast-paced, energetic, and innovative environment that is dedicated to bringing the best solutions to customers.
Job Description
What will you be doing?
As our Customer Relations Team Leader you will play a crucial role in managing and guiding the team to deliver exceptional customer service. We have an energetic and diverse Customer Operations team, where we put customers & world-class customer service at the heart of everything we do. Our customers predominantly are small merchants, and we aim to make them feel big by providing them with the best possible support. We assist our merchants through all communication channels to educate them about our products and resolve their requests. We always listen to the customer and suggest ways to improve as a company - from rethinking the way we handle our processes to upgrading our internal systems.
Provide front line support to our merchants.
Lead by example and act as the ultimate source of knowledge and training for the Customer Relations Team Members.
Engage with business partners and stakeholders to drive operational improvements.
Oversee some or all the daily operations of the customer service team.
Train and coach team members in handling customer queries and complaints.
Monitor team performance and provide upward feedback to improve service quality.
Handle complex customer service issues and escalate them as necessary.
Develop strategies to enhance customer satisfaction and loyalty.
Ensure the team adheres to company policies and industry regulations.
Coordinate with your leader and other departments to resolve customer issues effectively.
Analyze customer feedback and implement changes to improve service.
Prepare reports on team performance and customer service metrics.
Manage team schedules, workload distribution, and staffing requirements.
Foster a positive and collaborative team environment.
Qualifications
What are we looking for?
Previous experience in customer service and team leader roles.
Previous experience in a fintech company, payment industry or banking is highly desirable.
Proficient in customer service software, CRM systems, and management techniques.
Excellent verbal and written communication skills.
Strong leadership and team motivation abilities.
Skilled in problem-solving, decision-making and be data driven
Capable of multitasking, organising, and prioritising tasks effectively.
Patience, empathy, strong work ethic, and self-motivation.
Flexible and able to work under pressure.
Focused on customer satisfaction and continuous service improvement.
Familiar with industry regulations and capable of preparing performance reports.
Additional Information
What can we offer you?
A basic salary of £50,000
Thorough onboarding and training
25 days of Annual Leave + Bank Holidays
Clearly defined career progression ladder and growth opportunities within the business
Physical and mental health support through our partnership with GymPass, 1-1 therapy sessions, meditation sessions and access to digital fitness and nutrition apps
Extended and improved maternity and paternity leave choices
Private Medical and Life Insurance
Enhanced pension Scheme
225 jobs found