Junior Customer Service Team Lead

il y a 2 jours

Antwerpen, Flandre, Belgique Poppy Mobility Temps plein

About us:

Poppy Mobility is redefining urban transportation with our innovative, flexible, and eco-friendly solutions. We provide a fleet of shared vehicles—including cars and vans.

Role Overview:

We are looking for a motivated Team Lead – Customer Service to lead a team of approximately 15 agents.

You will manage the daily operations across multiple communication channels, including live chat, email, and phone support. As a Team Lead, you'll play a vital role in ensuring our customers receive the best service possible, while helping your team grow and succeed. If you're passionate about customer satisfaction and eager to develop your leadership skills, we'd love to hear from you

Key Responsibilities

  • Manage a team of 15 customer service agents, ensuring high performance, motivation, and tracking KPIs across live chat, email, and voice support channels.
  • Lead by example, providing hands-on support for complex inquiries and escalated issues, maintaining a high standard of customer service.
  • Monitor team performance in real-time, ensuring service level agreements (SLAs) are met consistently across all communication channels.
  • Coach and mentor team members, providing ongoing feedback, training, and development to help them reach their full potential.
  • Drive improvements in processes, workflows, and customer service techniques to enhance overall team efficiency and customer satisfaction.
  • Foster a collaborative environment, ensuring open communication between agents, management, and other departments (e.g., Operations, marketing).
  • Conduct regular 121's, providing actionable insights and setting goals to ensure continuous team development.
  • Ensure that the team is aligned with the company's customer service standards and values.
  • Stay informed on product updates, changes, and challenges, and communicate relevant information to the team to ensure they are always prepared to assist customers effectively.

What We're Looking For:

  • While experience in a team leader or supervisory position is a plus, we're very open to candidates with ambition and a desire to grow into a leadership role.
  • Excellent communication skills (both verbal and written) in Dutch or French and English.
  • Ability to handle high-pressure situations and manage multiple priorities effectively.
  • A customer-centric mindset with a passion for solving problems and improving the customer experience.
  • Experience managing live chat, email, and voice support channels is a plus.
  • Analytical skills to review customer service metrics and identify areas for improvement.
  • Experience in the mobility, tech, or service industry is a bonus.
  • Familiarity with customer service tools and CRM platforms.

Why Join Poppy Mobility?:

  • Be part of a rapidly growing company that is at the forefront of urban mobility innovation.
  • Competitive salary and benefits package.
  • Opportunities for career development and growth.
  • A collaborative, fun, and fast-paced work environment.
  • Contribute to a company that values sustainability, technology, and excellent customer service.

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