CUSTOMER SERVICE TEAM LEAD WITH ENGLISH

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 team's 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 cross-location teams
Handles more complex, non-routine 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 (10-15 agents)

Requirements

Full professional level of English
Any other language is a plus (German/Dutch is highly valued)
You have studied a bachelor’s or master’s degree in Business Administration, Customer Service Management, Sales, or a related field
Profound experience and passion for customer service, with in-depth knowledge of its processes, committed to delivering top-quality 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 MS-Office, and automated systems and tools relevant to customer service operations
Skilled in applying sales techniques such as upselling and cross-selling to meet commercial objectives
Conscientiousness in dealing with sensitive customer-data, and ability to handle assertive customers
Excellent verbal and written communication skills
Organized and detail-oriented, with the ability to juggle multiple priorities and manage complex situations
A team player, positive, proactive, flexible and have a can-do 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)
We'll support you with your home office material!

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