Customer Care Team Leader

Job title:

Customer Care Team Leader

Company:

efficy

Job description

Large company with great ambitions and close relationsefficy is a leading European Customer Relationship Management (CRM) solution that provides businesses of all sizes with complete, flexible, customizable, and scalable software to enable their growth. efficy’s platform includes products for marketing automation, sales, project management, customer service, and customer nurturing. Currently, more than 300,000 users from 63 countries use efficy’s tool.Founded in 2005 and headquartered in Brussels, efficy’s around 500 employees work in local offices in Belgium, France, Spain, the Netherlands, Sweden, Denmark, Finland, Norway, Warsaw, Hong Kong, or remotely.Our mission is to contribute to the success of every company by helping them transform customer data into customer insight while simplifying the work of their employees.In efficy, two days are rarely the same, and things are changing rapidly. So, fasten your seat belt, and join us on the journey.A unique work experience & company cultureWe want our employees to thrive in their daily lives, and therefore you can expect challenges, online music quizzes, onsite ping-pong tournaments, and lots more. Communication is informal, and your colleagues are only a short call away.Your ImpactThe Customer Care Team Leader is responsible for managing and guiding a dedicated customer care team to ensure the delivery of exceptional customer service. This role involves overseeing daily operations, providing support and guidance to team members, and ensuring that customer inquiries and issues are resolved in a timely and effective manner. The Team Leader will play a crucial role in enhancing customer satisfaction, driving team performance, and implementing process improvements. This position reports directly to the Head of Customer Care.Key Responsibilities

• Lead and supervise a dedicated customer care team, ensuring that they meet performance targets and deliver high-quality customer service. Assign tasks, monitor daily activities, and provide regular feedback and coaching.
• Oversee the handling of customer inquiries, complaints, and feedback across multiple channels (e.g., phone, email, live chat). Ensure timely resolution of issues and maintain high standards of service.
• Track and analyze key performance indicators (KPIs) such as response times, customer satisfaction scores, and resolution rates. Use this data to identify areas for improvement and take corrective actions when necessary.
• Facilitate ongoing training and development opportunities for team members to improve their skills in customer service and problem resolution. Provide mentorship and support to new hires to ensure a smooth onboarding process.
• Identify and implement improvements in customer care processes and workflows to increase efficiency and enhance the customer experience.
• Collect and analyze customer feedback to identify trends and areas for improvement. Work with cross-functional teams to implement changes that improve customer satisfaction.
• Handle complex customer complaints or issues that have been escalated by team members. Provide guidance and support to resolve these issues effectively.
• Prepare and present reports on team performance, customer satisfaction, and process improvements to senior management. Use these reports to inform strategic decision-making and resource allocation.
• Work closely with departments such as Product, Sales, and Marketing to ensure that customer feedback is integrated into product development and service improvements.

About YOU

• Bachelor’s degree in Business Administration, Customer Service Management, or a related field (or equivalent experience).
• +5 years of experiences in Customer services or support roles, with at least 2 year in a leadership or supervisory position.
• A customer-centric mindset with a strong focus on delivering exceptional service and satisfaction.
• Excellent problem-solving and conflict resolution abilities for handling escalated customer issues.
• Proficiency in tracking and analyzing key performance indicators (KPIs) to drive performance improvements.
• Effective communicator with the ability to present reports and insights to senior management.
• Proactive approach to identifying process improvements and driving team success.
• Collaborative team player who works well with cross-functional teams to integrate customer feedback and enhance service delivery.
• Fluent in Dutch and English.

We offer YOU

• A competitive salary package with a bonus system and a referral program
• A stable and growing company with an entrepreneurial mindset where we will listen to your ideas and support you to make it happen
• High flexibility and hybrid work is part of our DNA
• State-of-the-art offices with our unique co-living-co-working concept where teamwork is the norm
• International growing opportunities and internal mobility
• Events: team lunches, after work, sports, trips
• Learning opportunities: languages, tech, product, sales techniques, leadership

Do you have questions about this position? Please contact jobs@efficy.comFind more jobs at .efficy is a people-first employer. We offer equal opportunities to all our candidates. We pride ourselves on the diversity of our people. We welcome you, and everything that makes you—well, you. That includes your gender identity, sexual orientation, religion, ethnicity, age, or disability status. So, if you’re interested in joining us, please feel free to apply. We can’t wait to meet you!Disclaimerefficy is not accepting unsolicited assistance from search firms for this employment opportunity. Please, no phone calls or emails. All resumes submitted by search firms to any employee at efficy via email, the Internet, or in any form and/or method without a valid written search agreement in place for this position will be deemed the sole property of efficy. No fee will be paid in the event the candidate is hired by efficy as a result of an unsolicited referral or through other means.

Expected salary

Location

Utrecht

Job date

Thu, 30 Jan 2025 03:37:59 GMT

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