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Customer Service Team Leader

Do you already have a couple of years experience within a customer service environment? Do you have a solution-orientated mentality and are you trilingual? This might be the job you're looking for!

Job Description

As the Customer Service Team Leader, you have the responsibility to lead a team of Customer Service representatives. You provide clear direction to all Customer Service representatives to ensure a highly attentive and accurate level of customer service. In your day-to-day management, you will act as a role model and drive & support our Customer Experience and embed a customer centric culture in our Customer Service Organization.

Responsibilities

Customer Service Operations Management

  • Monitor team performance versus goals and analyse service provided by Customer Service to be able to identify improvements and propose corrective actions
  • Develop, review and drive improvement in our procedures and policies
  • Organize and lead the Customer Service team meetings
  • Participate fully in cross-functional teams that address strategic business priorities involving sales operations
  • Further develop and support the strategic partnerships with the businesses
  • Work closely with the Customer Care Leader and take an active role in embedding the "customer centric" culture and behaviours in our Customer Service Organization
  • Drive, support & effectively communicate strategic management decisions to the team
  • Work closely with the Tender & Pricing Team Leader to drive operational improvement

People Management

  • Lead, develop, motivate and support our Business Coordinators and our Customer Service Coordinator
  • Coach and support your team members in their daily tasks and project work
  • Develop and implement individual development plans including training, performance assessment, coaching
  • Actively drive team development, share best practices and ensure new team members receive a thorough and consistent onboarding
  • Guide and motivate your team through changes, integration and transformation
  • Responsibility of recruiting the right candidates for open positions

Requirements

  • Experience in a Customer Service environment is a must!
  • Minimum 3 years of experience in people management
  • A hands-on and solution-oriented mentality that results in a pro-active approach
  • Strong communication skills and a good understanding of interpersonal & intrapersonal dimensions and competences
  • An empathic and inspiring personality
  • Ability to deal with stress & change
  • Good organization skills with an eye for detail
  • Knowledge of MS office
  • Fluency in Dutch, French and English, both oral & written
  • Existing right to work in Europe

Benefits

  • A varied function with international contacts within a company with an important social contribution
  • An informal working atmosphere, dynamic corporate culture and an environment that lets you grow and develop.
  • An attractive remuneration package in combination with some excellent additional working conditions like company fitness, company restaurant and ironing service
  • Working remotely up to 2 days a week is possible

Vacancy number: 18744