Senior Customer Service Team Leader
1 dia atrás
We are seeking an experienced and skilled Senior Customer Service Team Lead to join our team in Lisbon, Portugal. This is a fantastic opportunity to lead and motivate a customer service team, ensuring high service standards and cultural alignment with local Portuguese values.
About the RoleThis role will work closely with both customers and carriers, maintaining local presence for our Iberian operations. You will be responsible for overseeing and supporting the Customer Service team, acting as both a supervisor and a hands-on contributor. You will also manage a portfolio of assigned top clients, including key retail accounts, ensuring daily operational support and handling complex issues, including complaints, claims, and after-sales service.
You will balance customer service needs with company financial objectives, serving as an intermediary with carriers as needed. Additionally, you will resolve escalated issues from the team and act as the main escalation point for customers and internal stakeholders. You will also manage tasks distribution and cover specific operational duties in case of team overload.
Key Responsibilities- Team Supervision & Coordination: Oversee and support the Customer Service team, acting as both a supervisor and a hands-on contributor.
- Manage a portfolio of assigned top clients, including key retail accounts, ensuring daily operational support and handling complex issues, including complaints, claims, and after-sales service.
- Balance customer service needs with company financial objectives, serving as an intermediary with carriers as needed.
- Operational Support & Escalation: Resolve escalated issues from the team and act as the main escalation point for customers and internal stakeholders.
- Manage tasks distribution and cover specific operational duties in case of team overload.
To be successful in this role, you will need:
- 1 to 3 years of relevant customer service experience, preferably with supervisory responsibilities.
- Background in after-sales, client operations, or similar roles within logistics and customer service.
- Strong organizational, analytical, and communication skills, with the ability to create and present data-driven insights.
- Proficiency in Portuguese is required, with English and Spanish skills preferred to connect with the local culture.
- Proficient in SAP and other relevant systems.
- Team-oriented with excellent interpersonal skills to interact with a variety of organizational profiles, including senior leaders and external vendors.
- Ability to work effectively under pressure, maintain confidentiality, and exhibit sensitivity to customer needs.
We offer a competitive salary of €45,000 per year, plus benefits, including health insurance, pension scheme, and paid time off. You will also have the opportunity to develop your career through formal programs on leadership and professional development.
We prioritize the wellbeing, growth, and inclusivity of our diverse workforce. Join us in celebrating our global diversity through inclusive education, meaningful peer-to-peer conversations, and equitable growth and development opportunities. Make the most of our global organization by networking with other new co-workers within your first 30 days through our onboarding program.
Elevate your personal well-being through seminars, events, and our global Life Empowerment Assistance Program. Connect with your community by participating in internal, peer-led inclusive communities and activities, including business resource groups, local volunteering events, and more environmental and social initiatives.
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