Customer Service Team Lead

2 weken geleden

Den Haag, Zuid-Holland, Nederland Undutchables Voltijd

We are seeking a highly skilled and dedicated Customer Service Team Lead to join our growing team at Undutchables. In this pivotal role, you will serve as the initial point of contact for customers using multiple communication channels, ensuring an exceptional customer experience at all times.

The ideal candidate will possess excellent customer service skills, be proficient in English (German language skills are desirable), and have 3-5 years of customer service experience with 1-2 years of team lead experience. They will also be able to build strong relationships with both team members and customers, demonstrate a courteous, confident, and outgoing personality, and exhibit a strong telephone presence.

This is a full-time office-based position that requires the ability to work independently, make informed decisions, exercise judgment when faced with unfamiliar customer needs, and decide when to escalate inquiries. The successful candidate will also be required to collaborate closely with warehouse and logistics teams to ensure accurate order processing and stay up-to-date with product information.

Key Responsibilities:

  • Serve as the primary point of contact for customers and team members.
  • Set an example for team members and be an inspiration to them.
  • Act as a decision maker for escalated customer issues and provide appropriate solutions.
  • Assess processed tickets and phone calls to propose improved processes.
  • 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.
  • Maintain 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 full-time.

What We Offer:

We offer a competitive salary range of €45,000 - €60,000 per year, depending on experience, as well as opportunities for professional growth and development in a dynamic and supportive team environment.

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