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Customer Service Team Leader

  • GE Power
  • Experienced
  • Posted 7/26/2017 5:07:23 PM
  • 2938556
  • Job Function: Services
  • Business Segment: Power Water & Process Technologies
Location(s): Hungary; Budapest


About Us:
At Commercial Shared Services CSS we work on tasks that directly impact customers. We provide services to GE Water sales and service teams that enable them to attract and serve customers faster, with better quality. Within the CSS organization the team has been put in place to enable Customer facing employees to spend the maximum of their time with the Client and help them throughout the whole Customer lifecycle. From Customer onboarding (Customer Master), through Installed Base Management, preparation of price proposals and service contracts to various sales reporting, the team provides solutions for GE businesses in various domains (fields).



GE announced they signed a definitive agreement to sell the Water & Process Technologies business to SUEZ, a services and solutions company with global operations primarily in water and waste management. The deal will be subject to customary closing conditions such as regulatory review and appropriate consultation and we expect this to be complete by mid-2017. Water & Process Technologies will operate business as usual through this process and will continue to meet its commitments to its valued customers and employees. This includes hiring strong talent to help the business grow and be successful. GE is targeting to complete the sale of the business by mid-2017.

Role Summary:
As a Team Leader your main task will be the coordination, organisation and monitoring of daily costumer care operations, motivating and providing guidance to the team to achieve the best quantitative and qualitative results.

Essential Responsibilities:

  • Managing and improving the overall team production
  • Developing practical and innovative ways to identify and achieve all the goals, even those are less defined in scope, understanding the executive business objectives
  • Supervising the daily telephone calls to ensure giving the appropriate quality, queue management, supervise order management
  • Efficient resource planning (planning holiday and overtime requests) and recruiting new CSRs
  • Supervising and investigating the complaints handled by team, providing proper feedback and implementing corrective actions
  • Evolving team performance
  • Defining and revising working procedures (SOP’s, DTP’s desktop procedures) and workflows
  • Identifying improvements opportunities, leading trainings
  • Engaging Global Process Leads to establish required changes
  • Attending weekly staff meeting, conducing small team meetings with direct reports
  • Reporting weekly the Key Performance Indicators

    Qualifications/Requirements:

    • Bachelor’s Degree or equivalent, strong experience leading (online) teams
    • Fluency in English both oral and written.
    • Depth knowledge of international trading rules and GE guidelines, documentation
    • Ability to understand team impact on business operations and to set clear directions
    • Strong interpersonal skills and being able to work in global environment
    • Knowledge and experience with ERP systems (e.g. SAP)
    • Good command of using computer (Excel)

      Desired Characteristics:

      • Lean Six Sigma certified
      • Prior Experience in Supply Chains, other business functions and costumer care operations
      • Time management, strong analytical and problem solving skills, positive, inspiring attitude
      • At least one additional European languages, German preferred (other than Hungarian)
      • Solid SAP knowledge and experience as a user

        Locations: Hungary; Budapest
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