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
