For our customer, an international company located in Ghent, we are looking for a Customer Service Teamleader for the Swedish Team. As teamleader, you will coach & develop high performing teams to deliver against defined targets & standards. In support of the department, you will work closely within your designated market(s) to secure performance reviews are carried out.
Your key responsibilities:
You ensure your team has a clear understanding of the Quality & Services strategy of the firm and the role they must play in order to deliver upon Uptime strategic focus areas
You secure increased uptime by ensuring your team delivers within 1st line escalation support, drawing upon the knowledge and competence of 2nd line escalation wherever needed
You evaluate performance of all team members, taking necessary steps to coach, mentor or address performance concerns in a prompt manner
Using available reporting and case analysis, you monitor the service levels provided and establish corrective actions together with market contacts
You support that customer requirements are maintained with keys customers, providing valuable information to Quality Customer Relations Teams
You share improvement suggestion ideas.
You have an excellent knowledge of both English and Swedish
You have a first working experience within customer service
You have great leadership skills
You are a strong communicator and are action&customer oriented
You have a positive can do attitude
We offer a challenging job in an international environment where continuous learning and personal involvement are stimulated