Customer Service Team Leader

In line with our company's expansion, ePayments is opening a new branch office in Vilnius, Lithuania and an opportunity has arisen for the position of Customer Service Team Leader. We seek a service-oriented, communicative team leader who cares deeply about our clients. The Customer Service Team Leader will play a critical role in ePayments' success, being responsible for the growth of our clients and for their support.

Job duties:

Managing the Support Team in our Lithuanian Office

Implementing objectives and goals for the team

Motivating and training the team

Helping in the development and implementation of the entire organisation's customer service policy

Resolving escalated customer issues/complaints

Initiating developments to improve customer experience

Communicating with colleagues, as well as partners and vendors

Desired Skills and Attributes:

Experience in building a call centre/support team from its beginning

Experience in managing a team of upwards of 4-5 people

Experience in the development and implementation of KPIs and SLAs

Exceptional customer service experience

Ability to achieve targets and cope in a high-pressure environment

Fluent in English (both oral and written). Russian language knowledge is preferred, but not essential. Knowledge of Spanish and/or Portuguese is a bonus

What we offer our employees:

Competitive salary

Position in a large and expanding international organisation

Flexibility to demonstrate and enhance your skills and experience

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