Italian Customer Experience Team Leader
Vintage.com
Duiven, Gelderland, Netherlands
On-site
Expert
26 dagen geleden geplaatst
Vacaturesamenvatting
As the Italian Customer Experience Team Leader, you will oversee a team of support agents to ensure outstanding customer service across various channels. This role offers the opportunity to drive team performance and foster a positive work environment.
In this role, you will lead and develop a team of Italian-speaking support agents, ensuring exceptional customer experiences via phone, email, WhatsApp, webchat, and social media. You will be responsible for managing team performance, coaching colleagues, resolving escalated queries, monitoring KPIs, and driving continuous improvement while creating a high-performing team culture.
Over het Bedrijf
(Company information not provided)
De Rol
You will start by learning our tone of voice, systems, and customer service processes, shadowing experienced colleagues to understand customer journeys and best practices. As you gain confidence, you will manage team performance and operational workflows independently, ensuring fair and efficient resolution of escalated queries.
Verantwoordelijkheden
- Lead a multilingual team to deliver exceptional customer service across all channels.
- Resolve escalated complaints and complex queries effectively and empathetically.
- Ensure the team meets and exceeds KPIs for quality, efficiency, and customer satisfaction.
- Collaborate with internal stakeholders to achieve business objectives and ensure a seamless customer journey.
- Develop, coach, and support team members to reach their full potential.
Vereisten
- Fluency in Italian (written and spoken).
- Minimum 1 year of leadership experience in a customer-facing or support environment.
- Strong customer service focus and ability to manage escalated complaints.
- Proven ability to coach, mentor, and develop diverse teams.
- Knowledge of HR policies and procedures.
- Data-driven, with excellent attention to detail.
- Resilient, adaptable, and positive attitude.
- Strong technology and system skills.
- Ability to consistently meet KPIs, objectives, and SLAs.
Nice to Have
- Experience in sales-driven support teams with high-value targets.
- Familiarity with CRM systems.
- Experience managing inbound and outbound operations.
Wat Wij Bieden
- Competitive salary between €40,000 and €43,000 per year.
If you are passionate about leading a team and enhancing customer experiences, we encourage you to apply.
Vereiste vaardigheden
Customer Relationship Management (CRM)
Social Media
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