Customer Service Team Lead

2 weeks ago

Bucharest, Bucureşti, Romania Northreach Full time 20,000 - 30,000 per year

Team Leader – Customer Service (Hotline / Social Media / Non-Voice)

Location: Bucharest

We are hiring a
Team Leader
to manage one of our clients customer service streams – Hotline, Social Media, or Non-Voice (Chat & Email). As a Team Leader, you'll play a vital role in guiding your team, resolving escalations, and ensuring that every customer interaction reflects professionalism and care.

If you have experience in call centre environments and a passion for mobile products, this role offers the chance to grow your leadership skills in a supportive and fast-moving business.

Key Responsibilities:

  • Lead and manage a team of customer service agents in your designated stream (Hotline, Social Media, or Non-Voice).
  • Monitor team performance and ensure KPIs, service levels, and quality standards are consistently met.
  • Handle escalated customer complaints and resolve them quickly and effectively.
  • Support process optimisation, reporting, and business workflow improvements.
  • Provide coaching, feedback, and guidance to team members to drive high performance.
  • Use data, reporting tools, and analysis to track trends and improve customer outcomes.

What We're Looking For:

  • At least 1 year of experience in a call centre service team, ideally with mobile or electronic product knowledge.
  • Strong knowledge of smartphones and related technologies.
  • Proficiency in Microsoft Office, with strong skills in reporting and process design.
  • Excellent leadership, communication, and problem-solving skills.
  • Ability to perform well under pressure with professionalism and dedication.
  • For Hotline TLs:
    Native or near-native spoken language ability (in addition to English).
  • For Social Media TLs:
    Strong written communication, excellent use of online tools and search engines, ability to track hot topics and provide case analysis.
  • For Non-Voice TLs (Chat/Email):
    Excellent written communication and fast, accurate typing skills.
  • Quick learner with a strong interest in mobile products.

This is a fantastic opportunity to step into a leadership role where you can make a real impact on customer experience and team culture.

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