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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in leading customer service teams, developing team skills in customer service techniques, and managing key performance metrics. Proficient in analyzing operational data to identify improvement opportunities and enhance the customer experience.
Highest-signal resume keywords
Customer Service Team LeadershipPerformance Metrics ManagementAnalytical SkillsFeedback and DevelopmentKnowledge of Financial Services Regulations
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Customer Service TechniquesNeeds AssessmentNegotiationObjection HandlingRetention StrategiesPerformance ReportingKPI AnalysisOKR Management
Soft Skills
Communication SkillsOrganizational Skills
Tools & Technologies
ZendeskNewcon PlusMicrosoft Tools
Industry Keywords
Consortium-Based Financial ServicesCustomer Experience ImprovementOperational Data Analysis
About the role
Key responsibilities & impact- Supervise the customer service team and support its day-to-day activities
- Monitor the team’s key metrics, such as FRT, AHT, CSAT, and abandonment rate
- Conduct feedback sessions, one-on-one meetings, and team development initiatives
- Ensure the team has a strong understanding of Mycon’s products, processes, and specific requirements
- Develop the team’s skills in customer service techniques, needs assessment, negotiation, objection handling, and retention
- Support the Quality team in resolving critical cases and creating action plans
- Handle escalations when necessary
- Identify improvement opportunities based on operational data and the voice of the customer
- Prepare and analyze performance reports, KPIs, and OKRs
- Support the creation and updating of customer service processes, guides, training programs, and materials
- Work closely with other departments to improve operations and the customer experience
Requirements
What you’ll need- Experience leading customer service teams
- Experience providing feedback and developing people
- Experience managing metrics, targets, and action plans
- Strong analytical, communication, and organizational skills
- Knowledge of customer service tools
- Advanced knowledge of consortium-based financial services, including their specific requirements, laws, and regulations
- Experience with Zendesk is a plus
- Experience with Newcon Plus is a plus
- Experience with Microsoft tools is a plus
Benefits
Comp & perks- Flexible meal and food allowance — Swille card
- Health insurance
- Dental insurance
- Life insurance
- Home office allowance
- Transportation allowance
- Birthday day off
- TotalPass
- Zenklub
- Consortium Professional Day benefit
- 0% fees on our products (employees only)
- Annual profit-sharing program, based on the targets established for the program
- Partnership with an educational institution offering discounts on postgraduate courses
- Fully company-paid access to Udemy Business
- Partnership with Sesc