Team Leader Customer Relations Team


  • Completed higher education
  • At least 2 years’ experience in coordinating a customer relations or back-office team
  • Very good communication (verbal and written) and interpersonal skills with both his/her team and the company’s customers
  • Ability to coordinate, organise and streamline team activities
  • Ability to motivate the team to meet performance standards
  • Quick learning ability, analysis and reporting experience
  • Ability to work according to department procedures and standards
  • Proactive, motivating, empathetic attitude
  • Very good PC skills: MS Office Word, Excel, Outlook and Internet navigation.


  • Coordinating the work of the team ensuring the best quality service to the company’s customers in accordance with the department’s procedures
  • Ensuring the smooth running of the team by efficiently organizing and distributing daily tasks effectively, in order to achieve the established qualitative and quantitative indicators
  • Constant monitoring of the team’s objectives and reporting of deviations where appropriate
  • Monitoring specific activities of the coordinated team according to deadlines (registration of documents, dispatch and archiving of documents, issuing and renewal of digital certificates)
  • Organising regular team meetings, setting priorities and deadlines
  • Participation in the staff selection and recruitment process
  • Team training and development
  • Monthly monitoring of individual and departmental results
  • Maintaining a positive work climate based on professionalism and collegiality
  • Participation in the development of work procedures and instructions and their implementation. Updating and ensuring compliance with them, as well as reviewing them regularly
  • Optimizing workflows in daily work and assigned projects
  • Carrying out reports, analyses and proposing solutions to identify aspects to be improved at team level
  • Liaison between the team and other company departments, ensuring effective communication and collaboration.

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