Amsterdam
4 weeks ago
Customer Service Team Lead
Suitsupply
Amsterdam
4 weeks ago
Customer Service Team Lead
Customer Service Team Lead needed to supervise a team of agents while handling customer inquiries in a remote full-time role. Requires strong CRM proficiency, leadership skills, and fluency in English. Offers growth opportunities and a 40% product discount.
RemoteFull-timeLeadCRMTicketing Tools
Customer Service Team Lead
Customer Service Team Lead needed to supervise a team of agents while handling customer inquiries in a remote full-time role. Requires strong CRM proficiency, leadership skills, and fluency in English. Offers growth opportunities and a 40% product discount.
RemoteFull-timeLeadCRM
Salary
Not specified
Core Qualifications
Technical (Must-have)
CRMticketing tools
Soft Skills
leadershipcoachingcommunicationinterpersonal skillsproblem-solvingprioritizationadaptabilityflexibilityempowermentactive listening
Tools (Must-have)
WhatsAppchatemailphone
Key Responsibilities
- Lead and mentor your team by providing coaching, constructive feedback, and fostering empowerment and trust.
- Proactively shape and foster adaptability within your team, setting a positive tone to thrive in an evolving and dynamic environment.
- Actively handle customer inquiries through multiple channels, including WhatsApp, chat, email, and phone, demonstrating exceptional customer advocacy.
- Manage team schedules and shifts to meet staffing guidelines.
- Oversee workload prioritization, distribution, and essential administrative tasks such as attendance management, productivity tracking, and time off requests.
- Conduct regular performance reviews focused on each team member's case handling contribution, Average Handle Time (AHT), and Quality Assurance scores.
- Adapt flexibly to changing schedules and evolving customer and team expectations.
Customer Service Team LeadRemoteFull-timeRetail Apparel and FashionCRMLeadershipCoachingPerformance ManagementCustomer AdvocacySuitsupply