Shift Supervisor for Customer Service Center
Machine translation — original language: Hebrew.Show original
About the company
Decathlon Israel continues to grow - we are looking for a Shift Supervisor for our customer service center! We live and breathe sport, and for us, it is a way of life. We are looking for energetic people who love working in a dynamic environment, connecting with people, sharing their passion for sport, and helping our customers find the perfect fit for them.
Your tasks
The role includes
- Leading a shift in a dynamic center, managing task distribution, prioritizing workloads, and making real-time decisions
- Providing professional responses to company customers through telephone and digital channels
- Handling and managing complex and sensitive inquiries with customers
- Accompanying processes, identifying opportunities for improvement, and leading continuous improvement of the customer experience
- Monitoring, measuring, and analyzing service metrics (KPIs) to implement performance improvement processes
- Mentoring, training, and professional guidance of new representatives in the team
Requirements
- Passion for sport - advantage
- At least one year of experience in a telephone customer service center
- Good command of Excel
- Familiarity with CRM systems - advantage
- Ability to work under pressure and multitask
- Good human relations and interpersonal communication
- Conversational English level