Customer Care Team Leader (Amsterdam, NL)
Here at EasyPark, Amsterdam, we are looking to hire a strong Team Leader who will complement our existing Customer Care Team Leader Team to support and drive change and transformation within the Customer Care Function.
The Role
As a Customer Care Team Leader, you will be part of a Leadership Team consisting of two colleagues and reporting to the Customer Care Manager. Your main focus will be the Dutch market, where you will be supporting the team with recruiting new team members, coaching and training to increase efficiency and quality. You will help empower your team to make decisions as close to customers as possible as well as help identify rules, ways of working and processes that can be removed or made more efficient. You will also help navigate and support the wider Customer Care Team through various change initiatives. As a leader, you will be working closely with two other Team Leads out of the Amsterdam office and sharing the responsibility for creating a feeling of ONE team, this requires finding good compromises and being very aligned when you leave meetings and communicate with the team.
You will contribute & make an impact through:
- Executing the Customer Care strategies led by the Customer Care Management team.
- Building and maintaining relations with EasyPark customers, on both the B2C segment and on the B2B segment.
- Lead a customer care team ensuring each team member goes the extra mile of leaving our customers with a positive feeling when they have been in contact with us on the phone, through email or chat, through social media channels or any other channel used by the company at any given time.
- Train and develop team members, whilst actively supporting Customer Care Leadership Team
- Supporting Customer Care Teams through various change and transformation initiatives.
- Supporting the collection of information about what customers are contacting us about by logging contacts according to the company policy at any given time.
- Continuously monitor your own performance to ensure that everything that can be done is done to achieve the objectives that we have within Customer Care.
- Continuously work to identify ways to improve our internal processes within Customer Care.
About you
We don’t think one size fits all, but a successful candidate might have the following:
We are looking for you who has a genuine interest in Customer Service and enjoys working in a fast-paced team environment. A social team player with an understanding of what a great Customer Experience means and who is independent at the same time. You are curious and like to challenge yourself, to step out of your comfort zone and to try out new things to develop and grow. Feedback is something you welcome with humbleness.
Your background:
- Previous work experience within a team management setting
- Experience of working in a change environment, coaching others and strengthening team spirit
- Strong decision-making skills and ability to work in an autonomous environment
- Feel motivated by working with others towards common goals
- Written and oral fluency in the Dutch and English, French language would be a nice to have
This role will be based in Amsterdam, Netherlands and will require you to be office based.
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