Customer Support

hace 1 semana

Barcelona, España Hectorkitchen A tiempo completo

**Your mission**:
**CDD 6 mois (à partir de mars 2025)**

**Mission**: En tant que Customer Support Team Leader, tu joueras un rôle stratégique pour assurer le bon fonctionnement et l’amélioration continue de nos services.
**Management des équipes Customer Support**:

- Encadrer les agents du support client.
- Suivre les objectifs individuels et collectifs pour améliorer la performance du service.
- Animer des réunions régulières, fournir des feedbacks, assurer le coaching et réaliser des écoutes qualité.
- Promouvoir une culture orientée client et résoudre les problématiques internes pour optimiser la performance.

**Monitoring et analyse des KPI liés au Customer Support**:

- Suivre et analyser les principaux indicateurs de performance (QoS, CSAT, taux de résolution au premier contact, temps de réponse, etc.).
- Identifier les axes d'amélioration et mettre en place des actions correctives.
- Améliorer les processus pour renforcer l’efficacité du service et la satisfaction client.

**Your profile**:
**Notre collègue idéal**: Nous recherchons un leader dynamique et engagé, prêt à relever des défis et à inspirer son équipe.
- Tu as une expérience significative en gestion d’équipe et en support client.
- Tu es rigoureux.se et orienté.e data pour suivre et analyser la performance.
- Tu as d’excellentes capacités de communication et un leadership naturel.
- Tu aimes travailler en équipe et as un fort esprit collaboratif.
- Tu es adaptable, organisé.e et efficace dans la gestion des priorités.
- Tu es orienté.e solutions et aimes l’amélioration continue des processus.
- Dernier point, mais non des moindres, tu es bienveillant.e et passionné.e par l’expérience client

**Why join us?**:
**POURQUOI NOUS REJOINDRE ?**
- Une mission stratégique avec un impact direct sur la satisfaction client.
- Une équipe dynamique et engagée, avec un fort esprit de collaboration.
- L’opportunité de développer vos compétences en gestion, en optimisation de process et en analyse de données.

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