Head of Customer Service

hace 2 semanas

Barcelona, España Netenders Holding A tiempo completo

Are you a dynamic leader with a passion for delivering exceptional customer experiences? Are you experienced in call center management and ready to lead our customer service and logistics teams to new heights? If so, we invite you to become a key driver of customer satisfaction and operational excellence as the **Head of Customer Service**.

As the **Head of Customer Service**, you will play a pivotal role in overseeing the daily operations of our customer service, and logistics departments. Your leadership will be instrumental in achieving performance goals, enhancing customer satisfaction, and driving revenue growth.

**‍ Your area of focus**:

- **Operations Oversight**: Lead and manage the daily operations of the customer service, sales, and logistics departments, ensuring performance metrics are consistently met or exceeded.
- **Strategic Development**: Develop and implement strategies to increase revenue, optimise costs, and elevate customer satisfaction levels.
- **Data Analysis**: Analyse call center data to identify trends, patterns, and areas for improvement, making data-driven decisions to enhance operational efficiency.
- **Training and Coaching**: Provide training and coaching to customer service representatives to equip them with the skills and knowledge needed for success.
- **Project Management**: Lead key projects such as the integration of a chatbot and deployment of Salesforce to enhance customer support capabilities.
- **Cross-Functional Collaboration**: Collaborate with other departments to align efforts and achieve company-wide goals.
- **Budget Management**:Manage budgets, ensuring expenses remain within approved limits while optimising resource allocation.
- **Performance Evaluation**: Establish relevant KPIs to monitor team performance, provide feedback, coaching, and foster continuous improvement.

**‍ To excel in this role, you should have**:

- **Call Center Management**: 4+ years of experience in call center management, preferably in a sales and customer service environment.
- **Language Skills**: Fluent English is a requirement, and proficiency in French is a strong advantage.
- **Leadership Abilities**: Strong leadership and coaching skills to inspire and guide teams toward success.
- **Analytical Thinking**: Proficiency in analytical and strategic thinking, with the ability to make informed decisions.
- **Metrics Expertise**:Strong knowledge of call center metrics and KPIs.
- **Relationship Building**: Ability to foster positive relationships with customers, employees, and stakeholders.
- **Salesforce Experience**: Experience with Salesforce is a strong plus.

**The benefits at Netenders**:
‍
- Hybrid work option
- Competitive salary
- Full time job: Monday to Friday 09:00h - 18:00h
- 23 holiday days per calendar year
- ️ Ticket restaurant for your daily meal
- Health insurance
- Home office once per week
- Breakfast every day and brunch every Friday
- Monthly team building / afterwork
- Nice office in the center of Barcelona
- Pet friendly office

Join us if you are a results-driven leader with a passion for delivering exceptional customer service and have a strong background in call center management.

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