Customer Care Team Lead


Location: Warszawa

Replacement min 1 year

Do you want to be an ambassador of a globally recognized high quality brand?  We are looking to recruit a long term cover for Customer Care Team Lead with high interpersonal skills, who are not afraid of new challenges in the international environment. Customer Service Representative will be responsible for managing and leading customer service team, creating friendly and developing workplace with people focused on success and teamwork. You will represent ECCO to the outside world, and must build the company’s image together with your team, by providing unique customer experiences.


  • Perform work allocation and the performance appraisal process for CC employees
  • Set daily, weekly and monthly targets for CC processes together with CS manager and quality manager
  • Ensure timely processing of documents related to CC and ensure that the targets are met
  • Ensure a very high standard of customer service in line with agreed SLAs (Service Level Agreements)
  • Ensure that Front Office CC team is able to take the responsibility for the pre-sales, sales and post-sales customer contacts (service delivery, and time management)
  • Liaise with Fulfilment, KRM HQ and other internal and external
  • Act as a contact to customers if need be

Skills and experience

  • Strong interpersonal skills with the ability and confidence to operate at senior levels
  • Strong leadership skills and team orientation
  • In-depth customer service knowledge
  • Process migration experience would be an asset
  • Strong customer driven focus
  • Good practical knowledge of MS Office tools
  • Operations management skills
  • Excellent language skills both written and spoken in English

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