Customer Care Lead
il y a 2 semaines
**Customer Care Lead**
Your future job
- Lead the team and provide assistance to customer care agents.
- Define processes and procedures to structure the work within the team
- Elaborate training tools and documentation to set SLAs and guarantee the quality of your team’s work
- Ensure the quality of the answers provided to the clients
- Manage planning and organize back up
- Handle customers’ day to day queries and complaints with speed and professionalism. Manage more complex requests or issues with VIPs and affiliates
- Based on customers’ input, build a good overview of the strengths and weaknesses of our products.
- Collaborate with product teams and other departments to provide feedback and suggest management with possible improvements.
- Market research, keep up to date with the industry as well as with our own promotions, in order to answer in a relevant fashion to customers’ queries
- Define KPI’s to measure the performance of the department
Who are you ?
You are a people person and care about your team. Coaching, following-up on your team, assessing their performance and always making yourself available is key. Customer care can be challenging, frustrating and requires a lot of flexibility which can be hard on people. This is something you did in the past and is something you feel strongly about.
Emotional intelligence is an important concept to you. Customers need answer to their questions and dealing with their requests or frustrations is sometimes tricky. You can guide your team to make sure all exchanges are qualitative, professional, and straight to the point. This can also be assembled into some training material for the team to use regularly.
You also have a technical expertise related to your job and are ware of some tools which might help the company, some processes which can be put into place or important KPIs target to set. Your vision of Customer Care is a department at the heart of a company and which can work very closely with many teams in order to improve products, tailor experiences and boost results.
**Requirements**:
- Experience in **team management and coaching** of employees
- Operational expertise and experience with setting up KPIs, monitoring performance, assessing service quality, conduction employee evaluation etc.
- **Track record of successful experiences as part of a Customer Care** or Customer Service division within a client-facing industry
- Knowledge of the gambling and/or online gaming industry, is a plus
- Excellent communications skills both spoken and written in **French and Dutch, and comfortable in English**
What we offer:
- A permanent contract as employee at our HQ with flexitime and remote working possible
- A young and energy-packed team not taking itself too seriously whilst delivering great projects
- An exciting position within a booming company, acting as one of the leaders in its sector
- A competitive salary and attractive package: flexitime, 8€ meal vouchers, 29 days of paid holiday, transport reimbursed, group and hospital insurances, etc.
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