Hybrid
The Lead Customer/Business Service Representative (LCSR/LBSR) role exists to provide first and second line of customer support to telephone and written enquiries from external Customers, internal Customers and Stakeholders in accordance with agreed service levels. The position will ensure all queries are answered with the required speed, accuracy, quality and with the maximum level of customer satisfaction through coordination, workload allocation, reporting and quality monitoring/coaching within the team.LCSRs/LBSRs are required to have an end-to-end understanding and accountability of all activities impacting the area they support. The role holder should enable high quality Customer Service activities in a speedy and efficient way in cooperation with the respective Sales/Segment Managers, third party service providers and project teams, where applicable. LCSRs/LBSRs are also accountable for high value customers and/or for customer escalations, end-to-end customer experience and critical process handling. LCSRs/LBSRs are supporting the Team Leader by handling certain operative management tasks: preparing analysis and reporting in case of escalations, quality monitoring and coaching in the team and being a back-up to the Team Leader in case of his/her abscence.