Customer Service Team Lead

7 dagen geleden

Den Haag, Zuid-Holland, Nederland Undutchables Voltijd
About the Role

We are seeking a highly skilled and experienced Customer Service Team Lead to join our growing team at Undutchables. As a key member of our customer service team, you will play a pivotal role in providing exceptional customer experiences and ensuring the highest levels of customer satisfaction.

Key Responsibilities
  • Customer Service Leadership: Serve as the primary point of contact for customers and team members, setting an example for team members and inspiring them to deliver outstanding customer service.
  • Issue Resolution: Act as a decision maker for escalated customer issues, providing appropriate solutions and ensuring customer concerns are addressed in a timely and professional manner.
  • Process Improvement: Assess processed tickets and phone calls to propose improved processes, ensuring efficiency and effectiveness in customer service operations.
  • Customer Communication: Deliver outstanding customer service in English, assisting customers with inquiries related to shipping, tracking, product details, warranty claims, refunds, replacements, and more.
  • Team Collaboration: Collaborate closely with warehouse and logistics teams to ensure accurate order processing and stay up-to-date with product information.
  • Return and Replacement Management: Oversee the daily management of returns and order replacements, ensuring seamless customer experiences.
  • Professionalism and Accountability: Maintain high levels of professionalism, punctuality, and accountability, contributing to a collaborative team environment and providing assistance to colleagues when needed.
Requirements
  • Language Skills: Proficiency in English is required, German language skills are desirable.
  • Education: An associate's or bachelor's degree is preferred.
  • Experience: 3-5 years of customer service experience is needed, 1-2 years of team lead experience is desirable.
  • Personality and Skills: Possess a courteous, confident, and outgoing personality with excellent customer service skills, a strong telephone presence, and the ability to build strong relationships with both team members and customers.
  • Technical Skills: Proficiency in Microsoft Word and Excel is an advantage, experience in e-commerce, direct to consumer, or webshop environments is required, and the ability to work with multiple applications and platforms at once.
  • Availability: Available to work in the office full-time.

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