Senior Customer Support Specialist

il y a 2 jours


Antwerpen, Flandre, Belgique Poppy Mobility Temps plein

About us:

We are dedicated to revolutionizing urban transportation at Poppy Mobility through our cutting-edge, eco-friendly solutions. Our fleet of shared vehicles offers customers a unique experience.

Job Overview:

We are looking for an experienced Team Lead – Live Chat and Voice Support to oversee a team of around 15 customer service agents. The ideal candidate will drive high performance, motivate the team, and ensure seamless communication across multiple channels.

Key Responsibilities:

  • Manage a team of 15 customer service agents, focusing on high performance, motivation, and tracking key performance indicators (KPIs) across live chat, email, and voice support channels.
  • Offer hands-on support for complex queries and escalated issues, maintaining exceptional customer service standards.
  • Monitor team performance in real-time, guaranteeing consistent meeting of service level agreements (SLAs) across all communication channels.
  • Develop and implement training programs, providing ongoing feedback and coaching to help team members achieve their full potential.
  • Enhance processes, workflows, and customer service techniques to boost overall team efficiency and customer satisfaction.
  • Cultivate a collaborative atmosphere, promoting effective communication between agents, management, and other departments.
  • Regularly conduct one-on-one meetings, offering actionable insights and setting goals to foster continuous team growth.
  • Ensure the team aligns with the company's customer service standards and values.
  • Stay updated on product developments, changes, and challenges, and share relevant information with the team to guarantee they are prepared to deliver top-notch customer support.

Requirements:

  • Previous experience as a team leader or supervisor is a plus, but we welcome ambitious candidates eager to take on a leadership role.
  • Strong communication skills (verbal and written) in English.
  • Ability to manage pressure and prioritize tasks efficiently.
  • A customer-focused approach with a passion for problem-solving and enhancing the customer experience.
  • Experience managing live chat, email, and voice support channels is beneficial.
  • Analytical skills to evaluate customer service metrics and identify areas for improvement.
  • Background in the mobility or tech sector is a plus.
  • Familiarity with customer service tools and CRM platforms.

Join Our Team:

  • Pursue a career in a rapidly expanding company that's at the forefront of urban mobility innovation.
  • Enjoy a competitive salary and comprehensive benefits package.
  • Take advantage of opportunities for professional growth and development.
  • Work in a dynamic, collaborative, and fast-paced environment.
  • Contribute to a company that values sustainability, technology, and exceptional customer service.

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