About us:

Lycamobile’s mission is to connect friends and family around the world. As the world’s biggest international mobile virtual network operator (MVNO), Lycamobile provides low-cost, high-quality data and voice services to over 14 million customers across 21 countries. Founded in 2006 Lycamobile continues to grow rapidly and now welcomes a new customer to its family every two seconds.

Expanding our business operations in Macedonia, we are looking for the following position:

Customer Service Team leader

Key role responsibilities:

• Provides daily direction and communication to employees so that customer service calls are answered in a timely and efficient manner
• Establishes work procedures and processes as well as provides its continual evaluation
• Provides performance reviews and feedback as well as coaching on a regular basis to the team members
• Provides appropriate training to the team members and other resources to perform their job
• Addresses disciplinary actions and/or performance problems according to the company policies
• Responsible for ensuring customer calls are handled efficiently and effectively
• Resolves product or service problems by clarifying the customer's complaints determining the cause of the problem; selecting and explaining the best solution to solve the problem, expediting correction or adjustment; following up to ensure resolution
• Resolve customer complaints via phone, email, or social media

Required professional skills:

• Must be fluent and have good communication skills in Macedonian and English
• Excellent MS Excel reporting skills
• Previous industry knowledge and / or work experience in the contact centre industry would be highly preferable
• Strong communication and people management skills required
• Decision making and problem resolving skills
• Ability to deal with pressurised situations calmly and efficiently

If you are interested in a new exciting opportunity, we are looking forward for your applications, including your CV in English, naming the position you applying for at the following e-mail address: [email protected]