Duiven
3 weeks ago
French Cx Team Lead
arcavindi
Duiven
3 weeks ago
French Cx Team Lead
Vintage Trading Limited seeks a French-speaking Team Lead for its Duiven, Netherlands Customer Experience team. The role involves leading support agents across multiple channels, managing KPIs, coaching team members, and driving continuous improvement. Requires fluency in French, 1+ year leadership experience, and strong customer service skills.
On-siteFull-timeSeniorCRM Systems
French Cx Team Lead
Vintage Trading Limited seeks a French-speaking Team Lead for its Duiven, Netherlands Customer Experience team. The role involves leading support agents across multiple channels, managing KPIs, coaching team members, and driving continuous improvement. Requires fluency in French, 1+ year leadership experience, and strong customer service skills.
On-siteFull-timeSeniorCRM Systems
Salary
Not specified
Core Qualifications
Soft Skills
leadershipcoachingcustomer servicecommunicationproblem-solvingmentoringadaptabilityresilienceteamworkattention to detail
Tools (Must-have)
CRM systems
Key Responsibilities
- Lead and develop a team of support agents across phone, email, WhatsApp, webchat, and social media.
- Manage team performance, SLAs, KPIs, and adherence to policies.
- Resolve escalated queries and complex complaints empathetically.
- Coach and mentor team members to achieve high-quality service and KPIs.
- Oversee scheduling, workloads, and team workstreams.
- Support recruitment, onboarding, and development of new team members.
- Collaborate with internal teams for smooth handovers and aligned customer support.
- Promote team engagement, wellbeing, and continuous improvement initiatives.
- Identify and implement improvements in workflows, training, and processes.
- Foster a high-performing, engaged, and motivated team culture.
Team LeadCustomer ExperienceFrench SpeakingOn-siteFull-timeNetherlandsDuivenVintage Trading Limited