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Customer Service Team Leader
Job description
Inchcape is the leading global automotive distributor operating in 40 markets. We partner with some of the biggest brands in the business to sustainably power better mobility today and in the future.
Our diverse global team of over 16,000 talented colleagues foster an inclusive and collaborative culture, delivering a brilliant experience for our customers and partners. We're a dynamic and fast-growing business, driving the transformation of our industry and redefining tomorrow.
Inchcape Belux employs over 250 team members. Our portfolio includes vehicle distribution for world-renowned brands, market leading fulfilment solutions, exceptional retail experiences, and tailored financial services.
Our Customer Experience department is looking for a Customer Service Team Leader to join our team. In this role, you will be responsible for the Customer Relations Centre of Toyota & Lexus in Belux, leading a team of two agents and reporting to the Head of Customer Experience.
Your mission will focus on three main objectives:
- Driving and improving customer service workflows by enhancing processes, increasing efficiency, and reinforcing customer-centricity.
- Providing detailed reporting on customer service activities while identifying opportunities for improvement.
- Strengthening team efficiency and customer focus through the development of strategic projects and the empowerment of your team.
What you'll do:
- Ensure customer service activity answering our customers through Zendesk, our main case management tool and act as business process owner for it
- Handle compensation-linked cases ensuring budget expenses control, cost monitoring & visibility
- Plan & prioritize team tasks to reduce backlog and improve processing times
- Ensure good collaboration with key stakeholders (internal: technical, warranty, aftersales, product, connectivity, legal … and external: dealers, Toyota Motor Europe, …) to accelerate case resolution
- Track team KPIs regularly to ensure alignment with performance goals
- Identify and address the most complex, legal, serious, and sensitive cases by applying the right processes
- Generate detailed reporting thanks to Zendesk insights for better management decision-making and reporting
- Proactively share with Head of CX the levers of improvement identified and recommendations linked to reporting analysis
- Train team on new processes identified to ensure correct customer cases handling to enhance team skills and performance and smooth adoption of new processes
- Track customer satisfaction measurement at case closure to improve the quality of the customer service & team performance
- Ensure regular quality monitoring of the team through dedicated sessions based on identified cases
- Support the continuous evolution of Zendesk, leading continuous improvement projects in selected areas of development
- Collaborate with key internal stakeholders to define new processes aiming at improved customer satisfaction and the streamline of specific activities
Profile
- Bringing at least 5 years of experience in a customer-focused role.
- Experienced in leading a small team.
- Interested in the automotive sector, experience in the sector is a strong asset but not a requirement.
- A team player who collaborates easily with colleagues and stakeholders.
- Someone who takes ownership: responsible, flexible and able to work independently.
- Analytical and data-driven, making decisions based on facts.
- Comfortable working in complex environments with multiple stakeholders.
- Demonstrates ownership by working responsibly, flexibly and autonomously, and by driving projects forward with confidence.
- Fluent in Dutch and French, with a good command of English.
Offer
- Join a global, values-driven organization transforming the automotive industry.
- Competitive compensation package including a company car and benefits like meal vouchers, insurance, and more.
- Flexible work schedules with hybrid working options (up to 2 days remote).
- Opportunities for career growth and professional development in an innovative international setting.
- Work with renowned Japanese brands, i.e. Toyota & Lexus.
- Be part of a passionate, inclusive team with a collaborative and forward-thinking culture.
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