Responsibilities
- Lead and develop a team of support agents, ensuring excellent customer experiences across multiple channels including phone, email, WhatsApp, webchat, and social media.
- Manage team performance, coach colleagues, resolve escalated queries, monitor KPIs, and drive continuous improvement while fostering a high-performing and positive team environment.
Getting Started
- Learn our tone of voice, systems, and customer service processes.
- Shadow experienced colleagues to understand customer journeys, workflows, and best practices.
- Gain confidence leading a team and handling escalated customer interactions.
Establishing Your Impact
- Independently manage team performance and operational workflows with professionalism and accuracy.
- Resolve escalated queries fairly and efficiently, setting a high standard for your team.
- Coach and mentor team members to achieve high-quality service and KPIs.
- Build trust with colleagues and customers through clear, timely, and accurate communication.
Driving Excellence
- Take ownership of team performance, KPIs, and service outcomes.
- Continuously identify and implement improvements in workflows, training, and customer service processes.
- Foster a high-performing, engaged, and motivated team culture.
Key Goals & Objectives
- Lead a multi-lingual team to deliver exceptional customer service across all channels.
- Resolve escalated complaints and complex queries effectively and empathetically.
- Ensure team meets and exceeds KPIs for quality, efficiency, and customer satisfaction.
- Collaborate with internal stakeholders to achieve business objectives and ensure a seamless customer journey.
- Develop, coach, and support team members to reach their full potential.
- Lead, motivate, and coach a team of Italian and Dutch-speaking support agents.
- Manage team performance, SLAs, KPIs, and adherence to policies.
- Oversee scheduling, workloads, and team workstreams.
- Handle complex or escalated customer interactions efficiently.
- Support recruitment, onboarding, and development of new team members.
- Collaborate with internal teams to ensure smooth handovers and aligned customer support.
- Promote team engagement, wellbeing, and continuous improvement initiatives.
Qualifications
- Resilient, adaptable, and positive attitude.
- Ability to consistently meet KPIs, objectives, and SLAs.
- Strong technology and system skills.
- Proven ability to coach, mentor, and develop diverse teams.
- Minimum 1 year of leadership experience in a customer-facing or support environment.
- Knowledge of HR policies and procedures.
- Strong customer service focus and ability to manage escalated complaints.
- Fluency in Dutch (written and spoken).
- Data-driven, with excellent attention to detail.
- Familiarity with CRM systems.
- Experience in sales-driven support teams with high-value targets.
- Experience managing inbound and outbound operations.
