Customer Service Team Lead

il y a 4 jours


Antwerpen, Flandre, Belgique Poppy Mobility Temps plein

About Poppy Mobility:

We are a rapidly growing company revolutionizing urban transportation with innovative, flexible, and eco-friendly solutions.

Our fleet of shared vehicles includes cars and vans, providing an efficient and sustainable way to move around cities.

As a Senior Customer Experience Manager, you will lead a team of customer service agents in ensuring our customers receive exceptional support across multiple communication channels.

You will be responsible for managing daily operations, including live chat, email, and phone support, while maintaining high standards of customer satisfaction.

Your team will work closely with other departments, such as Operations and Marketing, to ensure seamless communication and collaboration.

Key Responsibilities:

  • Manage a team of 15 customer service agents, focusing on high performance, motivation, and tracking key performance indicators (KPIs) across all communication 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.

Requirements:

  • Excellent communication skills (both verbal and written) in English.
  • Able 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.
  • Familiarity with customer service tools and CRM platforms.

Benefits:

  • 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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