private medical care
Customer Service Coordinator with Italian
- offer expired 2 months ago
- contract of employment, B2B contract
- manager / supervisor
- home office work
- remote recruitment
Perform quality evaluations of verbal and written customer interactions conducted by outsourced agents
Provide recommendations for improvement for call flow, QA guidelines, and training.
Assist with identifying agents not meeting QA standards and recommend necessary coaching or action plans.
Analyze agents' performance and provide a recommendation on achieving the company's retention goals.
Provide quality performance feedback to Customer Support Agents.
Support the development of internal quality and compliance documentation and training materials
Support supervisors and the team in the area of Customer Service.
Mastery of English and at least B2 in Italian
Experience in providing quality feedback in a Customer Service environment.
At least 1 year of experience in assisting customers via phone.
Very good communication skills.
Performance- and goal-centric mindset.
remote work opportunities
flexible working time
training budget (books, conferences, courses)
language lessons (English, German, Polish, Spanish, French)
yoga classes twice a month
Modern Health App (sessions with psychologist or coach)
We are the Polish branch of the BOLD family and build the largest career websites in the world with our colleagues from San Francisco, Puerto Rico, and India. InterviewMe & Zety are one of our brands, and the tools we provide are used by over 20 million candidates per month!
We’re developing the best online resume builder on earth, and you can read our career advice on some of the most popular outlets, including The Guardian, Forbes, and The Financial Times.
We are constantly growing and because of that, we are looking for A-players to join our team of 100+ dedicated people!
What does the Customer Engagement Team do at Bold PL?
Our team is the connection between the first line of customer contact and the rest of the company. We help our customer care team to shine by providing coaching on their interactions. Going above and beyond for our customers is what we are looking for! We are also an important part of the company's retention strategy and our results have a direct impact on this objective. That is why we focus on developing new projects that would help our agents achieve this goal.
How do we work?
We rely on the Scrum methodology.
We work in one-week sprints.
Our points of reference are individual and team OKRTs (Objectives, Key Results, Tasks), which we plan every quarter.
We have regular meetings with the team leader where we talk about progress, plans, and development opportunities - this is the time for you!
In our daily work, we use tools like Freshdesk, Jira+Confluence, Sisense, Microstrategy, Five9, Social sprout & Trustpilot.
Every 6 months, during the performance review, we discuss the two previous quarters. We have the opportunity to evaluate not only our work but also the work of our leader.
What you will learn:
As a part of our team, you will be able to develop your coaching skills while working with teams from different cultures. You will see the agents growing thanks to your advice and support and you will have a say in how the customers experience our services firsthand. We value independence in organizing tasks and a proactive approach so you will have a chance to influence the company's most important goals!
CV in English is required. Applications without it will not be considered.