Customer Service Team Leader

Mid • On-site

Szczecin, Poland

Company Description

BELIANI is an e-commerce retailer with a team of over 700 dedicated employees. We pride ourselves on offering an extensive selection of stylish and affordable home and garden furniture. Operating across 19 European markets, we are built on a solid foundation that inspires us to innovate and think beyond the conventional. Our motto, ‘Delivering Happiness,’ is more than just a slogan — it’s the heart of everything we do.

Role Description

This full-time, on-site role as Customer Service Team Leader at BELIANI involves overseeing daily operations for one market. Key responsibilities include managing CSAT, supporting the team, improving performance through data analysis, and overseeing return and refund processes. The role also includes conducting call and case evaluations, ensuring quality standards, and providing ongoing coaching. Strong communication with customers and internal teams is essential.

Customer Service Team Leader

Your responsibilities

Managing Agents (on-site and remote), and supporting their performance.
Delegating tasks, and monitoring daily the quality and effectiveness of team activities.
Analyzing, settling, and reporting work results.
Ensuring interdepartmental collaboration.
Resolving escalated issues and complaints.

Our requirements

Leadership and Team Management
Customer Service Experience.
Excellent analytical, organizational and time management skills.
Technical proficiency, particularly with Google Workspace
Fluent in English, both written and spoken
Hands-On Approach!

Nice to have

Industry Knowledge (Retail in E-Commerce)

What we offer

Private medical care
Sharing the cost of sport activities and trainings
Flexible working time
Fruit Days
Beliani products at discounted prices
No dress code
26 days off
Additionally, a tailored onboarding process will be provided to the hired candidate to ensure they have the knowledge needed to become fully operational in the role

Beliani Group

Beliani Group is an international e-commerce company founded in 2009. It employs over 700 people from 20 different countries and operates in more than 19 markets globally. The company is involved in various business areas including product management, logistics, customer service, human resources, finance, marketing, and information technology. Beliani values a diverse and international work environment, leveraging a wide range of expertise to drive its operations across multiple sectors. The company emphasizes performance, speed, flexibility, and scalable solutions in its technological endeavors, and it adopts Scrum and Agile methodologies in its project management. Beliani is committed to professional growth and offers opportunities for career advancement within its international setting.