Customer Service Team Leader

Our client offers a wide range of trusted products for household, healthcare, and personal hygiene needs all around the world. Their product lineup includes popular oral care essentials like toothpaste, toothbrushes, dental floss, and mouthwash, along with lotions and other personal care items designed to help people feel clean, fresh and confident every day. Beyond offering popular, high-quality products, they're also recognised globally for leading the way in sustainability, social responsibility, diversity, and innovation.

We are now seeking a passionate Team Leader who will be responsible for leading, coaching and developing our customer service team. You will use your expertise to ensure the delivery of superior customer service, advice and aftercare, maintaining your team's performance against agreed quantitative and qualitative targets, to meet Client and Business objectives.

What will you do?

• Partake in the hiring and selection process of new team members in addition to supporting the initial training program for new staff.
• Clearly defining daily and monthly qualitative and quantitative targets for individuals and ensuring team understanding of these targets and that they are fully accountable.
• Evaluating and proactively managing the performance of individuals and the team against all relevant targets ensuring that they are aligned with CPM and Client requirements.
• Assessing and reviewing team and individual performance to identify key development areas.
• Conducting regular team and individual meetings with all direct reports in line with CPM Contact Centre standards
• Ensuring that the team is fully briefed on all Campaign objectives.
• Adhering to the quality escalation workflow as defined and highlighting any issues to the Client.

Requirements

What we look for:

• Fluency in English plus an additional EU language.
• Proven experience as a Team Leader in a customer service project.
• Strong understanding of customer service principles and best practices.
• Excellent communication and interpersonal skills.
• Ability to motivate a team and foster a positive working environment.
• Results-driven with a strong focus on achieving targets.
• Experience with data analysis and reporting.
• Proficiency in MS Office and experience with CRM systems.

Benefits

What do we offer:

• Starting date: July 2025.
• Working hours: Full Time (40 hours per week) Monday - Friday from 9 am to 6 pm.
• Base salary of €21,000 gross per annum in addition to:
• 6,60€/day meal voucher (132€/month).
• A commuting allowance of €50 per month (€600 per annum).
• Paid 5 extra days (personal days) per annum in case of emergencies and short-term absences.
• Office-Based working model from our Bratislava location.
• Fully paid training that optimally prepares you for your job - 3 weeks duration.

Additional Benefits:

• Multisport Card.
• Employee Assistance Program - Free, confidential, and impartial guidance and support.
• Referral Program: Refer a Friend and get a Referral bonus.
• Access to specialised LinkedIn training courses.
• Best-in-class people engagement activities and programs.
• Ongoing training and development and an opportunity for you to cultivate a new and exciting career in a high-growth environment.

Who we are

CPM International has a global presence in over 30 countries. We offer multilingual support in various languages tailor-made to the needs of our diverse markets. We focus on customer service, sales, and technical support solutions for clients worldwide.

CPM International believes in creating an open workplace, celebrating diversity in all forms, including gender, race, religion, disabilities, and sexual orientation. We are committed to providing equal opportunities and ensuring everyone feels included from the very start of their journey within CPM.

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