Team Lead Customer Relations

1 maand geleden

Amsterdam, Nederland Rituals Voltijd
Job Description

Are you a dynamic leader ready to take on the challenge of leading a team of up to 20 Ambassadors in our Customer Relations department? If you're passionate about well-being, thrive on ensuring your team delivers exceptional service to our customers, and love coaching and developing your team, then this is the perfect opportunity for you We are currently seeking an interim Team Lead (B2C) to join our team for a minimum of 10 months as maternity cover.

As Team Lead you are responsible for the qualitative (a result of customer satisfaction) and quantitative (productivity, presence, turnover, SLA) performance of the team. Next to this, you have a strong character, who makes the connection easily and are creative in finding solutions that are suitable for your team, as well as our customers. This matches you as a caring Team Lead.

For 32-40 hours per week, you:

  • Make a direct impact on our brand image and the Rituals customer experience.
  • Interact with stakeholders within and outside the company.
  • Are responsible and accountable for delivering Operation Effectiveness and Excellence.
  • Monitor customer interactions to ensure excellent service and will provide consistent and ongoing coaching and feedback to ensure their teams are performing at their highest levels.
  • Signal spotential escalations and acts as point of contact for most complex questions and situations.
  • Make appropriate decisions regarding operational targets in case of any unexpected activities, calamities, or changes.

Qualifications

High on energy, low on ego, and with a little bit of humor. You are also 'one of a kind' because of your people-oriented approach. In addition, you are as a Team Lead a great listener and all about teamwork. And on top of it, you have:

  • A higher professional education level of work and perception.
  • A native level of German master the English language.
  • A minimum of 2 years experience in coaching and developing others, preferably in a customer relations environment.
  • The ability to communicate clearly and concisely, always with the consumer at heart.
  • The goal is to be the best in class within your profession, you are flexible and enjoy making things better every day.
  • An intellectual curiosity, constantly seeking information about your team, the business, the industry, and you share a passion for growth and talent.

Your path to a new career

Show your ambitions and apply quickly The next steps are:

  1. The responsible recruiter will contact you within 10 working days.
  2. A first (online) interview meeting with the Operations Managers of the department.
  3. You have the second interview with the Head of Customer Relations and the responsible recruiter.
  4. You will receive a proposal with the terms of employment.

Any questions? Please send an email to odile.poelstra@rituals.com and mention ‘Team Lead’ in the subject.



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