דרושים Customer Experience Team Lead ב-Gett ב-Israel, Tel Aviv-yafo

As a Customer Experience Representative, you will be our customers' primary point of contact, providing exceptional support.

You will work in a 24/7 customer service center, ensuring seamless support around the clock.

• Excellent verbal and written communication skills (Hebrew)
• Strong problem-solving and critical-thinking abilities
• Willing to work various shifts, including nights, weekends, and holidays.
• Ability to multitask and prioritize tasks effectively
• Strong attention to detail and accuracy

In the role, you will responsible for:

• Manage a team of 15 representatives and 4 seniors that provides service by phone to drivers and customers, 24/7.
• Make provision for a change of mode of operation when the existing one isn’t producing maximum results.
• Give detailed statistical feedback on performance, staff evaluation and reward purposes.
• Create and implement work procedures that will enhance the organization and departmental service delivery, operating procedures and standards.
• Build and present insights and recommendations based on data and metrics.
• Serve as the middleman between the organization and the customer service team members, to ensure smooth communication and settling of grievances that may arise in the course of work.
• Be an expert in organizational systems and have a high technical orientation.

• Previous experience as a Customer Care team lead - must
• Relevant B.A degree - advantage
• Leadership skills and phenomenal interpersonal skills
• Vast experience in leading improvement processes
• People person, creative and problem solver
• Data oriented, possesses a high level of attention to details with a strong analytical and business reasoning skills
• High level of ability to express yourself verbal and written

In the role, you will responsible for:

• Managing the B2C teams that provides service by chat to customers, 24/7.
• Make provision for a change of mode of operation when the existing one isn’t producing maximum results.
• Give detailed statistical feedback on performance, staff evaluation and reward purposes.
• Create and implement work procedures that will enhance the organization and departmental service delivery, operating procedures and standards.
• Build and present insights and recommendations based on data and metrics.
• Serve as the middleman between the organization and the customer service team members, to ensure smooth communication and settling of grievances that may arise in the course of work.
• Be an expert in organizational systems and have a high technical orientation.

• Previous experience as a Customer Care team lead - must
• Relevant B.A degree - advantage
• Leadership skills and phenomenal interpersonal skills
• Vast experience in leading improvement processes
• People person, creative and problem solver
• Data oriented, possesses a high level of attention to details with a strong analytical and business reasoning skills
• High level of ability to express yourself verbal and written

We handle high-scale financial transactions, ensuring accuracy, compliance and reliability.

You will be working in collaboration with other team leaders and team members at Gett on requirements, design, and development.

Requirements:

• Minimum 3 years of experience as a Team Leader, managing a global team of experts that span across multiple countries.
• Minimum 5 years of experience in Backend development of complex systems.
• BSc in computer science/engineering.
• Experience working with SaaS systems, microservices architecture & large-scale environments.
• Highly proficient in a modern programming language such as Golang, Ruby, Python, Java, C# - Must
• Strong Leadership skills – Ability to inspire, motivate, train, and manage the team to meet high goals.
• Solid experience leading a team in Agile methodology.
• Extensive experience leading design and architecture related activities.
• Experienced with Docker/Kubernetes technologies - advantage
• Experienced with AWS/ other Cloud providers - advantage
• Experienced with Billing flows and domain - advantage
• Hands-on capacity.
• Excellent English communication skills, both verbal and written.

As a Customer Experience Representative, you will be our customers' primary point of contact, providing exceptional support.

You will work in a 24/7 customer service center, ensuring seamless support around the clock.

• Excellent verbal and written communication skills (Hebrew)
• Strong problem-solving and critical-thinking abilities
• Willing to work various shifts, including nights, weekends, and holidays.
• Ability to multitask and prioritize tasks effectively
• Strong attention to detail and accuracy

Job description:

• Providing ongoing support to customers who use the service (telephone/written)
• Responding and ongoing management of the drivers who provide service
• Shift operation with several systems at the same time
• Operating our SAAS platforms
• Real-time problem solving
• Update reports

• Dealing with stressful situations and multitasking
• control of office systems
• High level of customer service
• Basic knowledge of the English language
• Creative thinking outside the box regarding ongoing operation situations
• Possibility of placement in all shift hours without limitation
• Availability to work from 6:00 AM
• Working also from home - A quiet working environment allows for phone calls and stable internet connection

Responsibilities:

As part of the role, you will manage a powerful and significant unit of about 70 employees, with all that entails, to meet the service goals, examine the processes and strive for continuous improvement.

As part of the job, you will work with external suppliers and internal interfaces, deal with issues related to recruiting and retaining employees, and invest in identifying broad problems and finding high-level solutions.

The role includes focusing on the ability to create independence among users and improving the digital experience.

• 3-5 years of experience in managing a customer service center in a medium / large company - Must
• Bachelor's degree in social sciences - an advantage
• Flexibility in working hours and providing a broad response to staff
• Ability to work with interfaces throughout the company and outside it
• Ability to identify problems and provide a professional solution
• Data analysis capabilities and problems
• Managing and leading capabilities of a large Business unit
• Experience in coaching and mentoring team leaders.
• Technical experience in technical centers - an advantage.