Customer Success Team Lead

COMPANY OVERVIEW:

At BVP Serbia, our mission is to make the world a safer place by harnessing the power of AI and machine learning. Since pioneering Remote Facility Supervision in 2011, we have evolved into a cutting-edge provider of AI-driven security solutions, serving some of the world's largest corporations with mission-critical security, safety, and operational support around the clock.

Our team of over 400 professionals is dedicated to integrating AI and machine learning into every aspect of our operations, enabling seamless collaboration between our North American and Serbian teams. We believe that any work function that can be digitized will eventually be operated remotely through advanced AI technologies. As a recession-proof and stable service, BVP Serbia continues to grow at an impressive rate of over 30% annually, driven by our commitment to innovation and technological excellence. Join us to be at the forefront of AI and machine learning in security solutions.

BVP Serbia is headquartered in Belgrade. To learn more about our culture, kindly visit our website www.bvpserbia.com as well as our LinkedIn, Instagram, Facebook pages.

Responsibilities:

Building and maintaining long-lasting relationships with customers

Creating effective customer service procedures, policies, and standards

Resolving customer complaints quickly and efficiently

Tracking customer complaints and creating long-term solutions and improvement strategies

Developing customer satisfaction goals and coordinate with the team to meet them on a
steady basis

Improve customer service quality results by studying, evaluating, and re-designing processes
and establishing and communicating service metrics and monitoring, and analyzing results

Maintaining accurate records and document all customer service activities and discussions

Assessing service statistics and preparing detailed reports on your findings

Communicating job expectations on a regular basis, through meetings and coaching sessions

Ensuring consistency and quality of service provided by all levels of service

Attending internal and external meetings to plan, organize and execute tasks to customer’s
satisfaction and team effectiveness

Understanding customer individual needs and addressing concerns promptly

Collaborate with internal teams (e.g. station OPS, techs, SM) to address customers’ needs

Conducting monthly reviews with customers

Approaching potential customers to establish relationships

Keeping CRM organized and up to date

Controlling resources and utilizing resources to achieve qualitative and quantitative targets

Taking ownership of customers issues and following problems through to resolution

Promoting and maintaining a positive company image in all interactions with customers and
their associates

Providing a productive and motivating working environment, and addressing any
issues/disputes from customers and team

Updating job knowledge by participating in educational opportunities, maintaining personal
relationships, and participating in professional development courses/webinars, and staying informed on the latest industry techniques and methods

Address team conflicts or customer-related disputes professionally and proactively

Act as a primary point of contact, ensuring clear, professional, and timely communication at all times

Establish, communicate, and track service KPIs and metrics to measure success and identify areas for improvement 

Be part of the incident investigation, providing a conclusion and a solution

Creating quality reports about daily operations

Supports escalations during the shift

Skills and Qualifications:

Integrity, Commitment, Adaptation, Respect, Excellence

Problem-solving and customer service skills

Excellent verbal and written English communication skills

Strong decision-making and process improvement skills

Ability to manage processes, staffing and planning, analyze information and develop standards

Help desk experience and business management

Great efficiency, organizational and administration skills

Patience and the ability to remain calm in stressful situations

Ability to accept feedback and work well under pressure

Strong accountability and ownership at all levels 

Being thorough and paying attention to details

Possessing high Emotional intelligence, in terms of good social skills, self-awareness and self-regulation

Ability to adapt to customers business hours

Attendance record of ≥95% (last 12 months)

No Warning Letters in the previous 12 months

Employee Compensation Package & Perks:

Opportunity to be part of a team of ambitious, talented people with diverse backgrounds and style

We are all striving to continuously learn and improve

Opportunity to be creative and innovative, we love new ideas

Company organized events (football, parties, company hangouts, pancake day, fruit day, lunch day etc.)

Private Health Insurance (After 6 months of employment) 

Monthly FitPass membership 

Semi-Annual Performance Review

Equity compensation

Bonuses for employees with children

Dynamic and modern office space including a spacious lounge where employees can relax and enjoy

Video games, pool table, darts and foosball

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