Page Personnel Belgium

Customer Service Team Leader (BB-826AA)

Trouvé dans: Neuvoo Premium BE

Description:

The Customer Care Manager will partner with the Head of Customer Success as well as well as Sales Director to develop and execute long term Customer Success vision.

Client Details

  • Entreprenarial and fast growing mindset company
  • Envolved in retail world
  • Located in Auderghem

Description

  • Recruit, manage, coach and motivate B2B Customer Care professionals (7 to 9 people) to provide the Best in class Customer Services and support Business Goals

  • Develop the team members with the right level of knowledge and required skills (more commercial and less admin) to reach the excellence of execution and encourage individual growth.

  • Bring the Customer Care department to the next level integrating the digitization of modernization of the Customer Care experience.

  • Drive cross functional process improvements to leverage productivity, automation, cost efficiency and consolidate the Business vision.

  • Develop a structured KPI Dashboard as well as business control reports to ensure timely completion of objectives and targets within the agreed SLA
  • Leading by example assuming also Customer Care activities (as back up) and act as escalation support for the team.

  • Support multiple projects implementation and tasks while maintaining high daily operational standards.
  • Continually maintain working knowledge and Team members expertise of all products, market knowledge, Customer Care processes as well as fundamentals corporate aspects.

Profile

  • Minimum of 5 years of leadership experience in a multi-channel customer center, preferably within a Retail Fashion brand or B2B Environment with a strong experience in digital tools.

  • Passionate people manager with a strong Customer Centric Mindset & Business leadership.

  • Demonstrated experience in motivating a high performing team & to create working environment that inspires, encourages development.

  • Be inspired by innovation and best in class Customer Experience in the world.

  • Strong coaching, analytical, process improvement and problem-solving skills is required.

  • Ability to manage projects from A to Z

  • Working knowledge of Customer Center operations ( Order to cash process), technologies, systems and processes; CRM experience is a must.

  • Excellent verbal and written communication skills; effective presentation skills.

  • Ability to be flexible, pragmatic and adapt to a dynamic changing environment.

  • Proven ability to work and communicate with all levels of the organization including cross-functional teams.

  • Perfect bilingual French/English/ with knowledge of other European languages is a plus.

  • Proficient in Microsoft Office. ERP, CRM, Digital & reporting tools

Job Offer

  • Be part of a dynamic and growing team
  • Permanent contract
  • Possibilities to evolve
  • All around position

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