Key responsibilities:
Ensuring compliance with service levels, quality standards, and processing
deadlines
Acting as a direct contact person and maintaining close cooperation with the BNPP partner
Serving as the first point of contact for Customer Service team members
Lead and coordinate daily Customer Service team activities, while growing the team and ensuring smooth workflows and a positive, collaborative environment
Provide clear direction on objectives and priorities while maintaining close engagement with the team through coaching sessions, feedback rounds, and performance appraisals
Monitoring performance and operational KPIs (call metrics, quality, efficiency, SLAs), preparing reports and propose improvements if needed
Training employees on processes, Customer Services systems and product knowledge
Ensure professional, solution‑oriented customer communication that aligns with BNPP PF standards
What we offer:
* Benefits Online Platform - customized depending on your needs
* Private Medical Subscription
* Life Insurance
* Annual performance bonus and additional bonuses
* 24 days of annual leave
* Access to training and well-being platforms
* Hybrid way of working
* Various office perks such as massage, weekly fresh fruits, games room, monthly breakfast events and more