PeopleCert: Customer Service Supervisor


Are you interested in working with a leading education technology player, the global leader in the assessment and certification of professional skills industry with presence in more than 200 countries worldwide? If so, this is the chance to apply now! 📥

The Customer Service Supervisor is responsible for overseeing the daily operations of the assigned Customer Service teams. This role includes communicating customer service objectives to Team Leaders, compiling data to make assessments of their teams’ progress and coordinating with upper management to find ways to enhance the Customer Service objectives among employees and customers.

The position reports to the Customer Service Manager.

As an Customer Service Supervisor, your tasks will include the following:

  • Promote excellent Customer Service by leading and coordinating the assigned Customer Service Team Leaders
  • Supervise the daily operations of the department
  • Clearly set and communicate targets
  • Ensure the goals are met and that the KPIs are within the predefined levels
  • Use data to monitor and measures the teams’ performance
  • Challenge current methods of service delivery and identify, suggest and implement improvements
  • Take part in wider projects within the Organization
  • Ensure that all technical issues are escalated to the Technical departments and that all agents’ equipment works properly
  • Ensure that customer enquiries and complaints are dealt in accordance with the performance and service standards as laid down by PeopleCert
  • Communication with the upper management and stakeholders
  • Take part in the recruiting process
  • Organize and inspire the team to work towards common goals, while establishing an environment of trust and empowerment to help them maximize their efficiency and productivity
  • Ensure high quality customer services is offered
  • Carry out any reasonably allocated duties and tasks, relevant to the role and the scope of activities by applying a flexible and adaptable customer centric approach to serve PEOPLECERT’s multinational presence and global operations across multiple time zones
  • Adhere to and implement the procedures, policies and work instructions as per the PEOPLECERT’s Integrated Management System
  • Ensure that their work and presence is aligned with company’s values “Quality – Passion – Integrity – Innovation” at all times

What we look for:

  • Bachelor’s degree (preferably in Business Administration or relevant discipline)
  • At least 3 years of similar working experience in a fast-paced Customer Service environment
  • Being able to work with close or remote teams
  • Excellent interpersonal and leadership skills
  • Excellent command of the English language (native or C2 level certification desired, LanguageCert C2 LTE or C2 IESOL certificate would be a plus). Extra languages will be considered as an asset.
  • Analytical thinking with the ability to extract information from data
  • Advanced computer literacy is required
  • Experience working with demanding targets and tight deadlines
  • Results-driven approach to problem-solving
  • Well organized, self-driven, flexible and able to work in a high-volume, fast-paced, and deadline-driven environment

What we offer:

  • Competitive remuneration package 💳
  • Work in an international, dynamic and fun atmosphere 💯
  • Two free vouchers for all certifications from PeopleCert’s Portfolio per year for all employees 🎓
  • Complimentary coffee and tea in all our premises ☕
  • Huge learning experience in using best practices and global environment 📈
  • Constant personal and professional development 🥇
  • 100% Virtual Hiring Process 💻

If you want to become a member of our international, dynamic and agile team that creates world leading software products, then we should certainly like to hear from you!

About PeopleCert

PeopleCert is a global leader in assessment and certification of professional skills, partnering with multi-national organizations and government bodies for the development & delivery of standardized exams. Delivering exams across 200 countries and in 25 languages over its state-of-the-art assessment technology, PeopleCert enables professionals to boost their careers and realize their life ambitions.

Quality, Innovation, Passion, Integrity are the core values which guide everything we do.

Our offices in UK, Greece, and Cyprus boast a culture of diversity, where everyone is different, yet everyone fits in. All of us at PeopleCert are committed to the reflection of the diversity and inclusion of our customers and the communities in which we do business.

Working on Home Office (HO) Secure English Language Tests (SELTs)

Any person who is engaged by PeopleCert to work on the SELT service must undergo a Background Check (the results of which must be acceptable to PeopleCert and the HO) prior to commencing their SELT duties. All SELT personnel will be required to complete a declaration (provided by PeopleCert) where the existence of any criminal record and/or bankruptcy must be declared.

If working on the SELT service in the UK, background checks will include:

  • A basic or enhanced Disclosure Barring Service (DBS) check
  • Right to Work in the UK check (including nationality, identity and place of residence)
  • HO security check (Baseline Personnel Security Standard (BPSS) or Counter Terrorist Check (CTC)
  • Financial background check
  • Employment reference check
  • If working on the SELT service anywhere in the world (outside of the UK) personnel will undergo background checks that are equivalent to those stated for the UK

In addition, if personnel are required to speak to SELT candidates they must be appropriately skilled in English language and, where SELT services are provided anywhere in the world (outside of the UK), the official language of the relevant country.

All applications will be treated with strict confidentiality.

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