Customer Service Team Lead (Italian Speaking)
Do you want to be an essential part of Porsche’s customer success? Now is your chance. Apply!
We are building Porsche Customer Interaction Center (CIC) in Zagreb, but we can’t do it without you! The Customer Interaction Center (CIC) is the in-house Porsche Customer Service Center and part of Porsche Digital. For Porsche customers and Porsche fans, the CIC will be the first point of contact for all Porsche-related inquiries.
So you might think of it as a call center, but it’s way better! You will be an essential part of Porsche’s customer success and an active part of the Porsche family.
Qualifications & Experience
1+ year of applicable team lead experience in a contact center, ideally in the automotive sector (or similar)
proficient in Italian + English (further language skills advantageous)
proven people leadership skills, ability to inspire and develop teams and support continuous growth
excellent communication skills, both verbal and written
good skills in MS Office (Excel, Word, PowerPoint, Outlook)
motivated and communicative personality, as well as assertive and self-confident
proactive and well-structured working style
hands-on mentality, as well as adaptable to changing environments
open to travel (up to 10-20%)
Your Responsibilities
lead a team of Porsche CIC representatives and act as link between agents and the operations management
responsible for the overall team performance, such as meeting quality standards, SLAs and KPIs
provide reports on workload trends, backlogs and propose staffing requirements
create and maintain a highly engaged and collaborative team spirit and working culture
work closely with other team leads, analysts and quality assurance to share best practices and identify systematic quality problems
act as a single point of contact for escalations and actively find solutions
support developing the CIC by introducing your own ideas and initiatives
SALARY RANGE
2.750 - 3.750 € gross
Stimulating work environment
PERFORMANCE BONUS
We keep each other in check with regular 1-on-1 sessions, as well as 360 reviews twice a year. And if your work is extra-stellar, you’ll get a nice bonus to show for it.
EDUCATIONAL BUDGET
Take a course, buy a book, go to a conference - do whatever it takes to expand your horizons. The educational budget is yours to spend.
FREE LANGUAGE COURSES
We offer paid language courses to help you master English or Italian, so you can take your business communication to the next level.
CHRISTMAS BONUS
In the spirit of the season, we give you a little something extra - for you and your loved ones.
REFERRAL BONUS
Recommend your friends to us! If we’re a match, you’ll be rewarded handsomely… and get some bragging rights by association.
Your well-being
ADDITIONAL HEALTH INSURANCE
Health is wealth. We’ll help you keep both with paid additional health insurance.
MultiSport card
Want to work off those winter pounds? You can do so with a subsidized fitness membership of your choice.
Annual check-ups
Don't wait for the doctor to come calling - get a yearly check-up in a private clinic instead. This will keep you fit as a fiddle.
PAID SICK LEAVE
If you’re feeling under the weather, stay home and let us know you can’t come in. You have 12 days of sick leave per year and they are paid in full.
FUN & COOL STUFF
TRAVELING
Working for a global company means you'll get to travel, visit cool places, and meet new people. Spain? Italy? We bet they’re lovely this time of the year.
FAMILY INCENTIVES
Our family package comes with benefits such as baby bonuses, an extra day off for the first day of school or kindergarten, Christmas gifts for kids, and much more.
FUN & GAMES BUDGET
Every team member has a monthly budget to do fun activities. From escape rooms to karting - whatever you need to de-stress and bond with your team.
CAR AND BIKE PARKING
We’ll make your traveling a breeze by offering free parking for bicycles and subsidized car parking.
FREE POWER-UPS
We have everything you need to fuel your day - whether it's coffee to get your morning started, fresh fruit for a mid-day vitamin boost, or cookies to snack on between meals.
PET-FRIENDLY OFFICE
If you've got a dog that needs to get out of the house for a while, or if your cat is just plain bored and needs some interaction with other humans, come on by with your pal and make it a day at the office. We won't mind at all.