Customer Service Team Lead (Italian Speaking)

Customer Service Team Lead (Italian Speaking)

Zagreb

WHO WE ARE LOOKING FOR

Do you want to be an essential part of Porsche’s customer success? Now is your chance. Apply!

THE FASTEST CUSTOMER HOTLINE

WITH YOU BEHIND THE WHEEL

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.

Salary Range: 2.750 – 3.750 € gross


01

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%)

02

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

What do we offer?

Feedback and feedforward

Honest communication fuels growth. In our 1 on 1 sessions, 360 reviews, and career progression meetings, we discuss what is great and what could be improved. 

Additional equipment budget

A little extra to supplement your standard work equipment. Pick a latest-model mobile phone, tablet, e-book reader, or a pair of earphones you’ve been dreaming about. Mix & match, why not.

Car and bike parking

Don’t let it get caught in the rain. We offer free parking for bicycles and subsidized car parking.

Educational budget

If you’re eager to learn, we’re eager to help. Every employee receives an educational budget.

Paid language courses

Paid language courses help our employees master the English language.

Doing a career switch

We don’t have a sorting hat to tell you where you belong, but we will support your career switch from one job position to another.

Traveling on business

Having clients all over the world means our employees sometimes have to travel to and work from beautiful locations.

Subsidized recreation

Stay in shape with a sponsored fitness membership of your choice.

Sponsored health checks

You know the old saying – the greatest wealth is health.

Fun and games budget

Every team gets a monthly budget to hang out and do fun stuff.

Free power-ups

Snack on fruit, cookies, and nuts to keep your energy levels up.

Benefits

In addition to professional development opportunities, we provide a selection of benefits that help you thrive and grow.

Explore benefits

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