Newstel Worldwide

• Own the operational and strategic relationship between our clients and internal delivery teams • Manage multiple client accounts simultaneously • Grow trusted, long-term client relationships • Lead operational performance across customer support programmes • Ensure KPIs and SLAs are consistently achieved and exceeded • Understand each client’s business goals, brand vision and customer expectations • Drive continuous improvement initiatives across teams and processes • Deliver proactive reporting, operational insights and strategic recommendations • Support and develop Team Leads who report directly to you • Oversee multiple worldwide multi-lingual operations ranging from small specialist teams through to larger programmes of up to 80 agents • Work closely with internal departments to ensure operational alignment and delivery excellence • Maintain high standards of customer experience, brand tone and service quality • Lead the onboarding of new client accounts following established operational processes and implementation frameworks

• Provide high-quality customer support across email, live chat and voice channels, delivering a positive and professional customer experience. • Resolve customer enquiries efficiently and accurately, aiming for first-contact resolution wherever possible. • Manage customer interactions in line with service standards, SLAs and quality expectations. • Handle complaints and escalations professionally, following internal procedures and guidelines. • Maintain accurate customer records within CRM and ticketing systems. • Support customers with account, order, payment, technical and service-related queries. • Identify recurring issues and share improvement suggestions with relevant stakeholders. • Ensure compliance with data protection, security and confidentiality requirements. • Achieve individual and team performance targets, including productivity, quality and customer satisfaction metrics. • Maintain up-to-date knowledge of products, processes and systems through ongoing training.

• Betreuung von Kundenanfragen über verschiedene Kanäle – E-Mail, Live-Chat, Social Media und Telefon • Unterstützung bei Lieferantenmanagement, Bestellprozessen und täglichen Abläufen • Weitergabe von Kundenfeedback zur Prozessoptimierung • Zusammenarbeit mit Kolleg:innen über digitale Tools wie Slack oder Google Workspace • Einhaltung von Qualitätsstandards, KPIs und Compliance-Richtlinien

• Deliver high-quality customer support across multiple virtual channels, including email, live chat and voice, ensuring a consistent and positive customer experience. • Respond to customer enquiries accurately and efficiently, resolving issues at the first point of contact wherever possible. • Manage inbound and outbound customer interactions in line with service level agreements (SLAs) and quality standards. • Provide clear, empathetic and professional communication, adapting tone and approach to suit different channels and customer needs. • Handle customer complaints and escalations calmly and effectively, following internal procedures and escalation guidelines. • Maintain accurate and up-to-date customer records using CRM and ticketing systems. • Support customers with account queries, orders, payments, technical issues or service-related questions. • Identify recurring issues and proactively share insights or improvement suggestions with team leaders and relevant stakeholders. • Adhere to data protection, security and confidentiality requirements at all times. • Meet individual and team performance targets, including productivity, quality and customer satisfaction metrics. • Stay up to date with product knowledge, process updates and system changes through ongoing training and coaching & quality

• Deliver high-quality customer support across multiple virtual channels, including email, live chat and voice • Respond to customer enquiries accurately and efficiently, resolving issues at first point of contact wherever possible • Manage inbound and outbound customer interactions in line with service level agreements (SLAs) and quality standards • Provide clear, empathetic and professional communication, adapting tone and approach to suit different channels and customer needs • Handle customer complaints and escalations calmly and effectively, following internal procedures and escalation guidelines • Maintain accurate and up-to-date customer records using CRM and ticketing systems • Support customers with account queries, orders, payments, technical issues or service-related questions • Identify recurring issues and proactively share insights or improvement suggestions with team leaders and relevant stakeholders • Adhere to data protection, security and confidentiality requirements at all times • Meet individual and team performance targets, including productivity, quality and customer satisfaction metrics • Stay up to date with product knowledge, process updates and system changes through ongoing training and coaching & quality

• Provide excellent customer service through phone, chat, and email. • Address inquiries, concerns, and requests professionally and efficiently. • Support tasks such as account assistance, troubleshooting, or order processing (depending on the assigned account). • Stay updated on company products, services, and processes to give accurate information. • Ensure timely and accurate resolution of customer concerns within agreed SLAs. • Maintain and update customer records in the system. • Follow company guidelines and SOPs to deliver consistent service quality.

• Review and evaluate the current recruitment workflow for short-term and project-based roles • Assess existing sourcing channels, screening methods, and interview processes • Develop a structured and repeatable screening framework tailored for short-term hires • Design behavioural and motivation-based interview guides focused on commitment and role alignment • Create clear success profiles for short-term positions • Identify red flags and attrition risk indicators during the screening stage • Strengthen expectation-setting and role clarity throughout the hiring process • Develop practical interview scorecards and evaluation tools • Conduct live screening demonstrations and shadowing sessions with the HR Associate • Document improved recruitment workflows, templates, and best practices for long-term internal use • Pilot the enhanced screening process and refine based on outcomes • Present a final report with findings, measurable impact, and sustainability recommendations

• Provide high-quality customer support across multiple channels, including phone and email, with the goal of delivering a consistently positive customer experience • Accurately and efficiently handle customer inquiries and resolve issues at first contact whenever possible • Communicate clearly, professionally, and empathetically, adapting to different customers and channels • Remain calm and effective when handling complaints and escalations while following internal processes and guidelines • Assist with various customer matters such as account issues, orders, payments, technical questions, and service requests • Support day-to-day operations, e.g., order inquiries and administrative tasks • Maintain accurate and up-to-date records in CRM and ticketing systems • Work closely with the team, actively communicate via Slack and other internal tools, and support colleagues as needed • Contribute to a high-performing team environment in line with company values and service standards • Identify recurring issues and opportunities for improvement and share insights as the “voice of the customer” • Continuously update knowledge of products, processes, and systems • Achieve or exceed individual and team targets (productivity, quality, adherence to schedules, customer satisfaction) • Comply with all company policies, data protection, and confidentiality requirements

• As a Workforce Manager, you will be responsible for forecasting, capacity planning, service level management, and workforce optimisation. • Perform forecasting activities to anticipate workload and staffing needs. • Define staffing requirements based on forecasted demand. • Adjust schedules and allocate resources effectively to maintain service level targets. • Support internal RTAs in creating shift schedules for both internal and external teams, ensuring robust holiday and operational planning. • Monitor and analyse real-time and historical service level performance across all communication channels (phone and email). • Ensure compliance with established Service Level Agreements (SLAs) and take corrective actions when deviations occur. • Provide feedback on forecasting accuracy and recommend adjustments based on real-time trends. • Develop and maintain detailed reports on service levels, adherence, and related WFM KPIs. • Provide actionable insights and recommendations to improve operational efficiency. • Identify and implement strategies to improve WFM processes to increase relevant KPIs. • Evaluate tools and systems for potential upgrades or new integrations to improve efficiency. • Develop contingency plans for unexpected spikes in customer demand or operational disruptions. • Design and implement strategic plans to address and resolve backlog challenges, ensuring efficient and timely progress toward a “green” status. • Lead the team during critical or high-pressure situations. • Mentor the RTA team, fostering professional growth and engagement. • Set clear goals and expectations to ensure the team consistently meets performance objectives.