Team Lead (Danish + Chinese)
Description
David Kennedy Recruitment is working with a leading customer experience company that is seeking to onboard a Customer Service Team Leader to lead and develop a team of customer and consumer service representatives in Barcelona.
Position: Team Lead
Location: Barcelona, Spain
Model: 100% On-site
Employment type: full-time
DUTIES AND RESPONSIBILITIES
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Lead, support and develop a team of customer and consumer service representatives
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Foster a collaborative, positive and results-oriented working environment
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Motivate the team and promote engagement with service objectives
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Supervise case management, ensuring effective prioritisation, workload distribution and adherence to deadlines
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Monitor daily team productivity, KPIs, adherence and SLA compliance
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Analyse team performance metrics to identify improvement opportunities and determine operational priorities
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Collaborate with the Quality Manager, N2 and Senior Supervisor to improve service quality, productivity and consumer satisfaction
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Participate in client meetings and communicate relevant information to the team
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Identify training needs and support the organisation of sessions to reinforce knowledge and best practices
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Gather team feedback on processes, operational needs and improvement opportunities
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Support the preparation and follow-up of reports covering performance, incidents and customer feedback
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Ensure compliance with company policies and applicable project regulations
REQUIREMENTS
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Native or near-native level of Danish
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Fluent in English and Chinese
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Demonstrable previous experience managing customer service teams
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Experience working with customer service processes, tools and best practices
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Ability to analyse performance indicators and use data to support decision-making
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Good knowledge of Microsoft Office and Excel for tracking, analysis and reporting
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Knowledge of Salesforce or other CRM tools
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Excellent communication skills and the ability to deliver clear and constructive feedback
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Strong people management and team motivation skills
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Ability to manage priorities, make decisions and adapt to change
BENEFITS
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Excellent remuneration package based on experience, skills and performance
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Great office location in Barcelona
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Full paid training about the company and the project you will be working on
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Career development program and specialized courses
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Guidance and tools to reach career potential.