Customer Service Team Lead

hace 1 semana

Barcelona, Barcelona, España Blu Selection A tiempo completo

Job Title: Customer Service Team Lead

About the Role:

We are seeking a highly motivated and experienced Customer Service Team Lead to join our team at Blu Selection. As a Customer Service Team Lead, you will be responsible for leading and motivating a team of customer service representatives to achieve performance targets and deliver outstanding service.

Key Responsibilities:

  • Lead and motivate a team of customer service representatives to achieve performance targets and deliver outstanding service.
  • Provide guidance, coaching, and mentorship to team members to enhance their skills and professional development.
  • Oversee and maintain high standards of customer service by monitoring interactions, ensuring prompt issue resolution, and identifying areas for improvement.
  • Collaborate with cross-functional teams to identify and implement process improvements to enhance the overall customer experience.
  • Analyze customer feedback and data to make informed recommendations for service enhancements.
  • Facilitate training sessions for new hires and ongoing skill development for existing team members.
  • Keep the team updated on product knowledge, company policies, and industry trends.
  • Generate and analyze reports on key performance indicators (KPIs) to assess team performance and identify areas for improvement.
  • Provide regular updates to management on team achievements, challenges, and goals.

Requirements:

  • Native level of German and very fluent level of English.
  • Bachelor's degree in Business, Management, or a related field (or equivalent work experience).
  • Proven experience in a customer service role with at least 2 years in a leadership or supervisory position.
  • Excellent communication and interpersonal skills.
  • Strong problem-solving abilities and a customer-centric mindset.
  • Ability to thrive in a fast-paced environment and adapt to changing priorities.
  • Proficient in using customer service software and tools.

What We Offer:

  • International work environment.
  • Permanent contract.
  • Rotative shift schedule.
  • Professional development opportunities.

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