Customer Service Team Lead | German C2

5 maanden geleden

Den Haag, Nederland Undutchables Voltijd
We are seeking a Team Lead for our growing Customer Service team. You will play a pivotal role as the initial point of contact for customers using multiple communication channels. You are dedicated to We are seeking a Team Lead for our growing Customer Service team. You will play a pivotal role as the initial point of contact for customers using multiple communication channels. You are dedicated to providing an exceptional customer experience at all times. Additionally, this role requires the ability to make informed decisions, exercise independent judgment when faced with unfamiliar customer needs, and decide when to escalate inquiries.
Essential Duties and 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.
  • Adhere to company policies and utilize independent judgment to determine issue resolution or escalation when necessary.
  • 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.
  • Maintain high levels of professionalism, punctuality, and accountability.
  • Contribute to a collaborative team environment and provide assistance to colleagues when needed.
Who are you?
  • Proficiency 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.

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