Customer Service Team Lead

hace 4 días

Barcelona, Barcelona, España Papernest A tiempo completo

Job Title: Customer Service Team Lead - Energy Product

Role Overview: We are seeking a highly skilled Customer Service Team Lead to oversee a team of experts for our energy product in the French market. The successful candidate will be responsible for managing, supervising, guiding, advising, and monitoring a team of customer service experts while ensuring customer needs are met.

Responsibilities:
• Team Management: Daily management of the team, including scheduling, vacation planning, leave requests, and other inquiries.
• Planning individual meetings and weekly team meetings.
• Informing the manager of any difficulties encountered and proposing solutions to resolve or avoid them.
• Ensuring compliance with attendance policies, established procedures, and internal rules.
• Managing bonuses and integrating them into HR systems under the direct supervision of the manager.

Performance and Coaching:
• Finding ways to optimize procedures and maintain team motivation.
• Contributing to the definition and tracking of team objectives.
• Preparing monthly reports on results and performance.
• Measuring performance using key indicators based on the managed division.
• Anticipating workload and managing calls/requests in case of escalation.
• Conducting quality checks on communication channels to ensure high-quality service delivery.
• Creating and maintaining documentation related to internal processes.

Profile Required:
• A minimum of 2 years of experience as a Team Lead in customer service where you have developed skills in conflict management, problem-solving, and strong adaptability.
• Excellent communication skills, both verbal and written.
• Strong data collection and analysis skills.
• Great attention to detail.

About Papernest:
Papernest is a French startup and member of the French Tech 120, which helps individuals manage their contracts and subscriptions on a daily basis. Our platform enables individuals to combine, terminate and subscribe to all their housing contracts - electricity, gas, internet box, mobile, home insurance - in just a few clicks. Today, housing contracts; tomorrow, all those of daily life: transport, streaming, gyms, etc. Papernest's ambition is to become the platform from which anyone can centralise, optimise and terminate all their subscriptions. Since 2015, Papernest has grown considerably: more than 1M customers, 1000 employees, 4 markets in Europe and offices in Paris, Barcelona, Reims and Warsaw. Papernest has helped over a million consumers manage their contracts and subscriptions, as well as compare and find the best available offers for its clients. With this experience, Papernest launched its own product by becoming an energy supplier.

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