Customer Service Team Lead W/ Native Level of
hace 2 meses
Are you ready for something new and challenging? Are you passionate about coaching and developing your team to accomplish success together and exceed customers’ expectations? Do you like to work in an international and innovative environment? if so, let’s get in touch
Our client is an international pharmaceutical company and a leader in the Spanish dermatology market, specializing in solutions to skin conditions and needs. They are looking for a talented Team Lead to be part of their customer care team at their headquarters in Barcelona.
**Languages**:
- Native level of Spanish
- Fluent level of English
Barcelona
- Competitive Salary
- Pharmaceutical
- Permanent
**Main Responsibilities**:
- Leading, encouraging, and inspiring the customer service team and the contact center
- Managing day-to-day operations and ensuring best-in-class, tailored customer service is provided
- Setting internal guidelines and protocols for the consumer communication style (SLA)
- Define crisis management procedures at a corporate level
- Controlling fraudulent behavior within the Community (related to QR code scanning)
- Implementing and pursuing different strategies in order to ensure an excellent customer experience on every occasion
**Core Skills/experience**:
- Relevant experience in defining customer journeys, customer experience management, and crisis management
- Experience in team management and a strong sense of teamwork
- Excellent verbal and written communication skills
- Proactive, organized, and able to work under time pressure
- Hands-on attitude and positive approach to lead the change
**What’s on offer**:
- Competitive Salary
- Flexible working hours between 7:30 and 20:00
- 1,5-hour lunch break
- Hybrid working model
- Private health and -life insurance
- 24 days of Holidays plus Semana Santa and Christmas break and a Birthday afternoon off
- Personal
- and professional growth opportunities
**Our recruitment process**:
- Step 1: Interview with our Recruiter to get to know you better and give you advice on the recruitment process
- Step 2: Short interview with the HR Specialist
- Step 3: Interview with the Hiring Manager
- Step 4: Interview with the team
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