Customer Service Team Lead
4 dagen geleden
About the Role
As an Online Service Manager at Segway-Ninebot Europe, you will be responsible for overseeing the operation and performance of third-party call centres across multiple European countries. This includes managing day-to-day operations, ensuring excellent customer service, handling VOC management, and optimizing processes based on customer feedback.
Key Responsibilities
- Lead, coach, and manage a team of after-sales hotline agents to deliver exceptional customer service
- Analyse call centre data to identify trends, improve processes, and implement corrective actions where needed
- Develop and monitor team performance metrics, ensuring efficiency, quality, and customer satisfaction targets are met
Requirements
- Bachelor's degree in business administration, customer service or related field required
- More than 3 years working experience in managing a customer service or after-sales support team (Ideally within the Consumer Electronics industry)
- Experience working with a call centre software, CRM systems and performance metrics
- Fluent in English verbal and written plus at least one additional major European language
- Customer-focused mindset with a passion for delivering exceptional service
- Strong organizational skills with the ability to manage multiple tasks and projects simultaneously
- Excellent knowledge of customer service principles and practices
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