Customer Service Team Lead with English

Do you love helping your team members grow, and accomplish success together? Do you thrive in dynamic, growing environments? If so, we have an exciting opportunity for you!

Your role involves achieving departmental goals by providing coaching, support, and motivation to the Customer Service agents.

If you are eager for a new adventure and to be part of a diverse and supportive team, this could be the perfect next step in your career!

• Monitor team performance, and ensure effective daily operations, including optimal service coverage
• Conduct daily team huddles, delegate tasks, and organize the team's workload
• Manages, coaches, and motivates team members while ensuring adherence to company policies and procedures
• Plan staffing based on expected workloads, manage schedules, and maintain accurate leave and time registration records
• Act as the primary point of contact for internal colleagues and cross-location teams
• Handles more complex, non-routine questions/complaints escalated by colleagues
• Guide and support team members through regular coaching sessions and training
• Conduct and document performance reviews, feedback discussions, and recruitment interviews
• Lead team meetings and technical training sessions to foster continuous development
• Identify inefficiencies or deviations in workflows and propose actionable improvements
• Assist with implementing projects to enhance Customer Service processes
• Collect and register feedback from customers and employees, ensuring it is shared with relevant departments
• Develop and maintain procedures and work instructions to uphold quality, efficiency, and productivity standards
• You will report to the Head of International Customer Service and directly manage a customer service team (10-15 agents)

• Full professional level of English
• Any other language is a plus (German/Dutch is highly valued)
• You have studied a bachelor’s or master’s degree in Business Administration, Customer Service Management, Sales, or a related field
• Profound experience and passion for customer service, with in-depth knowledge of its processes, committed to delivering top-quality support, and improving customer satisfaction. Previous background in a call center is highly valued
• Proven experience in managing small CS teams and driving performance, with a strong sense of teamwork
• Understanding of the specificities of the online and offline assortment and (technical) product knowledge
• Solid working knowledge of MS-Office, and automated systems and tools relevant to customer service operations
• Skilled in applying sales techniques such as upselling and cross-selling to meet commercial objectives
• Conscientiousness in dealing with sensitive customer-data, and ability to handle assertive customers
• Excellent verbal and written communication skills
• Organized and detail-oriented, with the ability to juggle multiple priorities and manage complex situations
• A team player, positive, proactive, flexible and have a can-do attitude

• Hybrid working model
• Ability to work remotely from Europe 1 month per year
• Personal and professional growth opportunities
• Unlimited access to our online learning platform for continuous development
• Transportation allowance (after 6 months)
• Private medical insurance (after 6 months)
• We'll support you with your home office material!

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