Customer Service Lead

hace 6 meses

Barcelona, España Timup A tiempo completo

Our customer is a leading retail company dedicated to providing exceptional products and services to our customers. We are currently seeking a dynamic and experienced Customer Service Lead to join our team in Barcelona.

Today, Customer Service has around 3500 employees globally and has established 16 Customer Service Centres around the world. You will work in Barcelona, where you will be supported by a young, dynamic, and international team.

**As a Customer Service Centre Manager, your main task is to lead and have the overall responsibility of the Group Customer Service Centre in Barcelona. You will be expected to**:

- Develop and implement customer service policies and procedures to enhance the overall customer experience.
- Handle escalated customer inquiries and complaints, ensuring swift and satisfactory resolutions.
- Lead the Centre according to our shared Values and the Customer Service Vision.
- Lead a team of managers from different specializations in order to drive goals forward.
- Guarantee long-term staffing, employee development and engagement for the Centre.
- Represent and develop the company Group and the Customer Service function internally and externally.
- Implement and follow up on goals to achieve an efficient and quality customer experience throughout all service channels including voice, chat, social media and artificial intelligence.
- Analyze Centre performance and act accordingly.
- Ensure compliance with all safety, security, administration and legal procedures.

**Qualifications**:
You have a clear vision about and passion for customer service and how you want to develop this in the future. You are a good role model and have a fashion focused mindset. You enjoy ownership and developing long and short-term strategies and goals.
- You have experience in leading leaders.
- You have proven ability and experience managing, leading, and motivating a large team.
- Strong leadership and team management skills.
- Minimum of 5 years of Customer Service experience.
- You are outgoing, flexible, and work well under pressure.
- You have good analytical skills and are used to working with Key Performance Indicators.
- You look for improvement in both your own and others performance.
- You are self-motivated and self-managing.
- ** You enjoy working in an international environment and possess excellent English skills. Spanish language skills are highly valued.**

**How to Apply

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