Job Description

KINDLY NOTE FOLLOWING BEFORE APPLYING :

• This position is based in Baku, Azerbaijan ;

• Local contract - no freelance contract neither expatriation ;

• Fluency in English and Azerbaijani (written and spoken) is required. ;

• A minimum of 3 years' experience in a similar position is required.

WHO WE ARE

CAPAGO is a French provider of outsourcing services for European governments and their diplomatic missions, responsible for financing and managing visa application centres to process their Schengen visa applications.

We currently operate in 10 countries and welcome more than 500,000 visa applicants yearly.

As part of our development, we are looking to strengthen our Operations department and are looking for an experienced Customer Support Team Leader who is looking for new challenges within a dynamic and human-focused company.

OF THE POSITION

As the Customer Support Team Leader at Capago, you will be at the forefront of enhancing our client experience, managing both the Customer Support and Conversion teams. Your leadership will be key in guiding the daily challenges and successes faced by our team of Customer Support Agents, who are the first point of contact for visa applicants. You will ensure that every interaction is handled with unmatched efficiency and professionalism, aiming for excellence in customer service, team development, and achieving our strategic sales goals. By fostering a supportive and collaborative environment, your contributions will directly impact elevating client satisfaction, optimizing operational effectiveness, and driving revenue growth.

RESPONSIBILITIES

As a Customer Support Team Leader, you will be responsible for:

1- Team Coordination and Assistance

• Client Support Operation: Oversee the day-to-day operations of the customer support team, ensuring high-quality service for both standard and platinum clients. Manage inbound queries, resolving issues efficiently and maintaining customer satisfaction;

• Mentorship & Coaching: Coach and mentor the Customer Support Agents to ensure high levels of customer service and efficiency;

• Strategic Sales & Conversion Leadership: Drive the conversion of standard clients to platinum services, implementing effective conversion strategies that highlight the value and benefits of premium offerings and any other additional services;

• Team Performance: Monitor and evaluate team performance against key metrics, providing regular feedback, coaching, and development opportunities to team members. Foster a culture of excellence and continuous improvement;

• Quality Control & Assessment: Conduct regular assessments of team interactions (listening to calls, reviewing of contact channels like chats and emails) and provide actionable feedback to enhance service quality and efficiency;

• Daily Operations: Organize team schedules to ensure peak-hour coverage and guarantee the smooth operation of daily activities as per supervisory instructions.

2- Operational Excellence

• Oversee the team's response to general inquiries, ensuring high-quality support and timely resolution of applicant queries ;

• Guide and assist the team in providing specialized support to platinum service applicants, ensuring an enhanced customer experience ;

• Ensure the team is equipped to handle a wide range of inquiries and is capable of performing basic troubleshooting to resolve issues efficiently ;

• Lead and oversee the Conversion Team's efforts in promoting the Platinum service and selling all our additional services, focusing on meeting conversion targets ;

• Act as a point of escalation for unresolved or complex customer issues, ensuring a timely and satisfactory resolution ;

• Assist to identify trends and areas for improvement based on customer feedback

• satisfaction and complaints and other key metrics ;

• eliver and provide evaluation feedbacks on the team’s performance, implement corrective actions and measures if necessary ;

• Conduct training sessions to equip the team with the necessary skills and knowledge for effective service delivery and sales techniques. Promote ongoing learning and professional growth ;

• Maintain and enhance the company's brand image through careful communication management, fostering lasting customer relationships, and adhering to predefined response time objectives.

REQUIRED SKILLS

As a Customer Support Team Leader you need to demonstrate the following competencies:

• Customer Service Excellence: Deep understanding of customer service principles and a commitment to delivering outstanding client experiences ;

• Sales Acumen: Proven track record in sales, with the ability to drive revenue growth through effective conversion strategies and techniques ;

• Leadership and Team Management: Demonstrated ability to lead, motivate, and develop a high-performing team. Strong interpersonal and motivational skills ;

• Cultural Sensitivity: An empathetic and understanding approach towards diverse cultures, enhancing team dynamics ;

• Proactivity and Vigor: An energetic and proactive approach to work and challenges ;

• Communication: Superior verbal and written communication skills, crucial for effective interactions with team members and clients ;

• Problem-Solving Aptitude: Strong capability in identifying and resolving issues promptly, with a proactive approach to problem resolution.

DIPLOMAS AND EXPERIENCE

• Matric in customer service related field ;

• Tertiary qualifications is an added advantage ;

• Previous experience in customer support, contact center, or client service operations ;

• Previous team leader, supervisory, or people management experience ;

• Fluency in English and Azerbaijani (written and spoken) is required.