Customer Service Team Lead

3 weken geleden

Den Haag, Zuid-Holland, Nederland Undutchables Voltijd

We are seeking a skilled and dedicated Team Lead to join our Customer Service team. As the initial point of contact for customers, you will play a pivotal role in providing exceptional customer experiences through multiple communication channels.

Key Responsibilities:
  • Serve as the primary point of contact for customers and team members, setting an example for team members and inspiring them to deliver outstanding service.
  • Act as a decision maker for escalated customer issues, providing appropriate solutions and utilizing independent judgment to determine issue resolution or escalation when necessary.
  • Assess processed tickets and phone calls to propose improved processes and ensure seamless customer service delivery.
  • Deliver outstanding customer service in English by assisting customers with inquiries related to shipping, tracking, product details, warranty claims, refunds, replacements, and more.
  • Engage with customers through various communication channels, including phone, email, website chat software, and multiple online platforms.
  • Collaborate closely with warehouse and logistics teams to ensure accurate order processing and stay up-to-date with product information.
  • Oversee the daily management of returns and order replacements, maintaining high levels of professionalism, punctuality, and accountability.
  • Contribute to a collaborative team environment and provide assistance to colleagues when needed.
Requirements:
  • Proficiency in English is required, German language skills are desirable.
  • An associate's or bachelor's degree is preferred.
  • 3-5 years of customer service experience is needed, 1-2 years of team lead experience is desirable.
  • Possess a courteous, confident, and outgoing personality with excellent customer service skills.
  • Exhibit a strong telephone presence and the confidence to assist customers over the phone.
  • Capability to build strong relationships with both team members and customers.
  • Proficiency in Microsoft Word and Excel is an advantage.
  • Experience in e-commerce, direct to consumer, or webshop environments is required.
  • Comfortable working with multiple applications and platforms at once.
  • Dynamic and proactive.
  • Available to work in the office fulltime.
  • Reside within the Rotterdam region due to our client's location.

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