Customer Service Team Lead with English
Customer Service Team Lead with English
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Job Description
Do you love helping your team members grow and accomplish success together Do you thrive in dynamic growing environments If so we have an exciting opportunity for you!
Our client a rapidly expanding international company is establishing a new HUB in the vibrant city of Barcelona. They are on the lookout for a dedicated and enthusiastic Customer Service Team Leader to oversee the daily operations and overall performance of the Customer Service team actively working to enhance its effectiveness. Your role involves achieving departmental goals by providing coaching support and motivation to the Customer Service agents.
If you are eager for a new adventure and to be part of a diverse and supportive team this could be the perfect next step in your career!
Tasks
- Monitor team performance and ensure effective daily operations including optimal service coverage
- Conduct daily team huddles delegate tasks and organize the teams workload
- Manages coaches and motivates team members while ensuring adherence to company policies and procedures
- Plan staffing based on expected workloads manage schedules and maintain accurate leave and time registration records
- Act as the primary point of contact for internal colleagues and crosslocation teams
- Handles more complex nonroutine questions/complaints escalated by colleagues
- Guide and support team members through regular coaching sessions and training
- Conduct and document performance reviews feedback discussions and recruitment interviews
- Lead team meetings and technical training sessions to foster continuous development
- Identify inefficiencies or deviations in workflows and propose actionable improvements
- Assist with implementing projects to enhance Customer Service processes
- Collect and register feedback from customers and employees ensuring it is shared with relevant departments
- Develop and maintain procedures and work instructions to uphold quality efficiency and productivity standards
- You will report to the Head of International Customer Service and directly manage a customer service team (1015 agents)
Requirements
- Full professional level of English
- Any other language is a plus (German/Dutch is highly valued)
- You have studied a bachelors or masters degree in Business Administration Customer Service Management Sales or a related field
- Profound experience and passion for customer service with indepth knowledge of its processes committed to delivering topquality support and improving customer satisfaction. Previous background in a call center is highly valued
- Proven experience in managing small CS teams and driving performance with a strong sense of teamwork
- Understanding of the specificities of the online and offline assortment and (technical) product knowledge
- Solid working knowledge of MSOffice and automated systems and tools relevant to customer service operations
- Skilled in applying sales techniques such as upselling and crossselling to meet commercial objectives
- Conscientiousness in dealing with sensitive customerdata and ability to handle assertive customers
- Excellent verbal and written communication skills
- Organized and detailoriented with the ability to juggle multiple priorities and manage complex situations
- A team player positive proactive flexible and have a cando attitude
Benefits
- Hybrid working model
- Ability to work remotely from Europe 1 month per year
- Personal and professional growth opportunities
- Unlimited access to our online learning platform for continuous development
- Transportation allowance (after 6 months)
- Private medical insurance (after 6 months)
- Well support you with your home office material!
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Employment Type
Full Time
