Global Consumer Lead at Tek Experts

Description

• Do you have a background in IT consumer support? Do you want to be responsible for delivering extraordinary customer service whilst traveling the world?
• Are you looking for a rapidly growing company to take your career to the next level?
• Tek Experts provides business and IT outsourcing services, and we take intense pride in helping companies handle their business operations
• Due to expansion, we are hiring a global head of consumer support.
• With a background in IT support and extensive consumer experience, you will monitor, grow and lead the overall performance and targets of your staff
• As part of our management team, you will have a demonstrable experience leading a support team of at least 500 global team members
• You will have complete control to deliver exception customer support 24/7 worldwide to one of the largest branded electronic gaming companies
• As this is a global role you may be based anywhere in the world, but you will be required to travel to key locations, including Vietnam and Bulgaria.

Roles and Responsibilities

• Prioritizes client, staff and organizational requirements, ensuring clear communications with internal and external partners regarding news, feedback, plans and issue resolutions;
• Manage the team’s productivity and headcount collaborating with talent acquisition and learning and development supporting performance management and people development
• Operational responsibility for KPIs and overall SLA
• Build, implement and maintain business processes
• Attend and proactively participate/manage meetings with senior client contacts, international stakeholders and partners covering operational updates, plans and issues and business and workflow reviews to diagnose areas of improvement
• Run, analyze reports and create action plans to improve the operation and ensure metrics achievement

What We're Looking For

• Dynamic, passionate and proven people who want to make a positive difference with the people they work with and customers we support
• You will have the ability to thrive in a fast-paced and challenging environment where everyone is empowered and committed to delivering the best in industry customer experience
• Fluency in English (written and spoken) is a given, as is a ‘can do’ attitude and a thirst to learn and develop professional and soft skills.

Skills and Competencies:

• A background in delivering consumer support is critical
• Strong organizational, planning, leadership and management skills with presentations skills all delivered with a confident and professional manner
• Excellent soft skills including critical thinking, decision making, conflict resolution, influence and negotiation skills
• Committed to self-development and the development of others.

Our Offer
In return, we offer you:

• An excellent remuneration package
• Prestigious offices in central locations around the world
• Friendly working atmosphere
• Continuous professional development and certification programs
• A commitment to offering career development opportunities to meet your full potential.