Here’s what you will do:

• Team coordination and supervision – Oversee the handling of customer requests and complaints, task allocation, and performance standards.
• Performance management and team development – Set objectives, evaluate team members’ work, recruit, motivate, and ensure professional growth.
• Quality monitoring and operational support – Monitor calls and team activities, verify customer profile updates, and provide recommendations to improve service.
• Resource planning – Ensure the availability of human resources for request and complaint management and manage team work schedules efficiently.
• Reporting and analysis – Prepare reports and analyses, inform supervisors, and propose actions to improve processes.
• Project implementation and compliance – Participate in process improvement projects, follow company policies and procedures, and complete additional tasks assigned by supervisors.

What we expect from you:

• Strong written and verbal communication skills in Romanian and English.
• Experience in customer service or handling customer requests and complaints.
• Ability to lead, motivate, and collaborate effectively with a team.
• Problem-solving skills, critical thinking, and attention to detail.
• Proactive, adaptable, and committed to continuous learning and improvement.
• Proficiency in information systems and MS Office, with organizational and time management skills.

What’s in it for you?

• Annual bonus (depending on the business and individual performance)
• A medical subscription to one of our medical partners, Regina Maria or Medicover
• Meal vouchers of 30 lei per voucher
• Possibility to work in a hybrid system
• 21 days of vacation, plus 4 additional days of wellbeing
• Days off for seniority in the company
• A day off on your birthday
• Financial benefits for special events
• Discounts at various partners (Orange, Samsung, dental clinics, banking institutions)
• A welcoming and friendly office in the city center, near Parcul Tineretului

You will also enjoy personal and professional development programmes:
o Induction program - 3 months of role-based learning, applied trainings and Buddy assigned for easy onboarding process
o Mentoring program - development sessions with relevant professionals in various areas of expertise
o Wellbeing program - networking and social events and actions
o Training and development opportunities - courses and learning opportunities on various topics through Provident Academy, technical trainings, talent growth and succession programmes.