Customer Service Officer (M/F)

Description

Summary: Diot-Siaci, a European leader in insurance consulting and brokerage, is seeking a Team Leader (M/F) to manage a team of advisors, oversee operations, and guarantee high-quality customer service. Highlights: 1. Manage a team of advisors, fostering autonomy and versatility 2. Oversee operations and ensure high-quality customer service 3. Provide daily support and develop team members' competencies **Job Description:** Diot\-Siaci is a European leader in insurance and reinsurance consulting and brokerage in France and internationally, with over 8,000 employees and annual revenue of €1.3 billion (2025\). Our Group offers tailored solutions to clients in personal insurance, property insurance, liability insurance, and HR consulting. We are seeking a Team Leader (M/F) for our subsidiary in Portugal. ***Your responsibilities will include:*** Team leadership * Manage a team of advisors with a focus on developing autonomy, versatility, and accountability * Develop and monitor dashboards to measure individual and collective team performance quantitatively and qualitatively * Ensure compliance with procedures and processes for handling customer requests Assess delivered quality and drive associated action plans * Monitor advisor and team quality through quality audits and available tools (e.g., speech analytics) * Implement and track associated action plans in coordination with designated contacts (coaching, training, mentoring, etc.) Oversee operational activity across telephone channels and related tasks Recruit advisors for your team Develop and monitor individual development plans for each team member Provide daily support to advisors (proximity management) Ensure high-quality customer service (customer satisfaction and service quality) by overseeing daily operational activities Channel customer feedback internally and propose improvements aligned with identified issues ***You are:*** A graduate holding at least a Master’s degree (Bac+5) in Insurance, with a minimum of 5 years’ experience in similar roles. Technical skills: operational proficiency in French; mastery of office software; strong aptitude for data analysis and reporting. Your "ability to lead and motivate," "active listening skills," and "team spirit" are key assets for joining us. We are committed to diversity, inclusion, and combating all forms of discrimination. Our recruiters are trained accordingly, and all positions are open to persons with disabilities. Our benefits: Variable bonus of €1,200 (€300 per quarter) ***Our recruitment process:*** If your application is selected, we will schedule a phone interview and, upon validation, a video or in-person interview with a dedicated recruiter. Subsequently, you will meet our operational teams through one or two on-site interviews. ***Today, you have an appointment with your future — together, let’s imagine the best of tomorrow!*** Employment type: Full-time Work location: Hybrid work (Lisbon) Employment type: Full-time Compensation: €1,500.00 to €1,750.00 per month Work location: On-site