Customer Service Team Lead
hace 3 días
**About the job**:
We are building Porsche's Customer Relations Hub (CRH) in Barcelona together with you. At the CRH we want to create something new and innovative to inspire the customer experience of the Porsche brand. You may think of it as a call center - but way better You are an essential part of Porsches customer success, so you might as well call yourself a Porsche Ambassador.
Can you imagine working at Porsche? Building something new, something better, something that will change the way people think about Porsche? Then this job is for you
Do you speak Porsche? Because we are looking for passionate Customer Service Team Leads who seek to revolutionize Porsches’ customer service.
**ABOUT THE ROLE**
we are looking for a Team Lead of the Iberia team, that support Portugal and Spain. Our mission is to provide our customers with a Porsche quality costumer service.
**WHAT YOU WILL DO**
- Lead a team of Porsche CRH representatives and act as an interface between Experts, Market and operations management
- Responsible for the overall teams’ performance, such meeting quality standards, SLAs and KPIs**:
- Provide reports on workload trends, backlogs and propose staffing requirements
- Create and maintain a highly engaged and collaborative team spirit and working culture
- Work closely with other team leads, analysts and quality assurance to share best practices and identify systematic quality problems
- Act as a single point of contact for escalations and actively find solutions
- Support developing the CRH by introducing your own initiatives
**WHO YOU ARE**
- 3+ years of applicable team lead experience in a contact center, ideally in the automotive sector (or similar)
- Proven people leadership skills, ability to inspire and develop teams and support continuous growth
- Excellent communication skills, both verbal and written
- Proficient in Spanish (Portuguese would be a plus) + English (further language skills advantageous)
- Good skills in MS Office (Excel, Word, PowerPoint, Outlook)
- Motivated and communicative personality, as well as assertive and self-confident
- Proactive and well-structured working style
- Hands-on mentality, as well adaptable to changing environments
- Open to travel (up to 10-20%)
**WHAT WE OFFER**
- Competitive salary
- Working in a fast-paced and highly changeable environment
- Being part of the creation of the Customer Interaction Center of one of the world´s leading luxury automotive brands
- Working in an inclusive, diverse, and international team
- Possibility to partially work from home after the initial training months
**WHAT COMES NEXT**:
**#LI-RR1
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