M Plus Serbia is a Business Process Outsourcing company, and Customer Care is our core. Individual dedication, team expertise, and passion involved in each interaction with clients and customers represent our commitment to reliable service delivery.

Have you always considered yourself a natural leader? Are you proud of your Bulgarian language and organizational skills? If you think you have the ability to motivate and manage people in a creative way, then you are the one we are looking for!

While leading a team of agents, supporting exceptional clients, and providing satisfaction to both the company and the customer, your main duties and responsibilities would be:

• Improving common communication through timely and accurate provision of information for the purpose of joint development
• Organizing a team that will provide quality information about a particular service in the appropriate time period
• Respecting the agreed SLA with the client
• Quality and timely reporting to the client
• Data entry and monitoring of PNL status
• Motivating and inspiring members as well as creating an atmosphere oriented towards open communication, trust, and the existence of teamwork
• Participating in meetings needed for improvement of the quality of work and services - feedback, challenges, lessons learned, and joint challenges
• Creating a timetable for team members to meet customer service expectations
• Taking care of working hours and requests for free days/absence
• Transferring knowledge to new members of the tea

What we expect from you:

• Fluency in Bulgarian and English – both written and spoken
• Previous experience in Customer Support, Contact Center or a similar customer-facing environment
• Previous experience in a Team Leader, Supervisor, Senior Agent or similar leadership role is a plus
• Strong communication and interpersonal skills
• Good organizational and problem-solving skills
• Ability to motivate and develop team members
• Ability to work in a fast-paced and target-driven environment
• Good knowledge of MS Office

What you will get from us: 

• Remote model of work
• Opportunity to develop skills through paid training
• Work in a large, international team
• Private health insurance
• Benefit package available to all our employees (free day and gift books for a birthday, discounts with our partners from different industries...)

If you want to give yourself a try in the new role, apply and join us!

Only shortlisted candidates will be contacted. Good luck!