Duiven
1 day ago
Spanish Cx Team Lead
arcavindi
Duiven
1 day ago
Spanish Cx Team Lead
Vintage Trading Limited seeks a Spanish-speaking Team Leader for its Customer Experience team in Duiven, Netherlands. The role involves leading a multilingual support team, managing performance, coaching agents, and resolving escalated queries. Requires fluency in Spanish and at least 1 year of leadership experience.
On-siteFull-timeEntry LevelSpanishLeadership
Spanish Cx Team Lead
Vintage Trading Limited seeks a Spanish-speaking Team Leader for its Customer Experience team in Duiven, Netherlands. The role involves leading a multilingual support team, managing performance, coaching agents, and resolving escalated queries. Requires fluency in Spanish and at least 1 year of leadership experience.
On-siteFull-timeEntry LevelSpanish
Salary
Not specified
Core Qualifications
Technical (Must-have)
SpanishLeadershipCustomer ServiceCoachingMentoringKPI ManagementSLA ManagementCRMData-drivenAttention to DetailResilienceAdaptabilityTechnology SkillsHR PoliciesEscalation Management
Soft Skills
CommunicationTeamworkProblem SolvingAdaptabilityResiliencePositive Attitude
Preferred Qualifications
Technical (Nice-to-have)
Sales-driven supportInbound OperationsOutbound Operations
Key Responsibilities
- Lead a multilingual team to deliver exceptional customer service across all channels.
- Resolve escalated complaints and complex queries effectively and empathetically.
- Ensure team meets and exceeds KPIs for quality, efficiency, and customer satisfaction.
- Collaborate with internal stakeholders to achieve business objectives and ensure a seamless customer journey.
- Develop, coach, and support team members to reach their full potential.
- Lead, motivate, and coach a team of Italian and Spanish-speaking support agents.
- Manage team performance, SLAs, KPIs, and adherence to policies.
- Oversee scheduling, workloads, and team workstreams.
- Handle complex or escalated customer interactions efficiently.
- Support recruitment, onboarding, and development of new team members.
- Collaborate with internal teams to ensure smooth handovers and aligned customer support.
- Promote team engagement, wellbeing, and continuous improvement initiatives.
Team LeadCustomer ExperienceSpanishOn-siteFull-timeDuivenNetherlandsSupportLeadershipE-commerce