Do you speak Dutch and have experience in Team Leadership within the call center industry? We are looking for new Team Leaders for our client in Riga - for a FinTech project!
Our client represents the connected world, offering innovative and customer-centric information technology experiences, enabling Enterprises, Associates, and the Society to Rise™. We are a USD billion company with professionals across 90 countries, helping 988 global customers including Fortune 500 companies. Our convergent, digital, design experiences, innovation platforms, and reusable assets connect across a number of technologies to deliver tangible business value and experiences to our stakeholders. The Client has been recognized among India’s 50 best companies to work for in 2020 by the Great Place to Work®️ Institute.
Responsibilities:
Lead and mentor team members in a dynamic environment
Drive process performance to exceed SLA deliverables
Manage complex client engagements and implement creative business solutions
Provide excellent customer service and address client needs
Ensure quality deliverables and manage team relationships effectively
Manage productivity, attrition, and performance dips with reinforcement plans
Conduct team huddles to discuss updates and key focus points
Handle client queries and complaints, liaise with appropriate departments for solutions
Mentor team in process and quality parameters
Perform Root Cause Analysis and create action plans for improvement
Provide direct customer support and assist team members as needed
Create and maintain operations-related reports
Collaborate with support groups to improve agent profiling and performance
Adhere to company and customer procedures, policies, and confidentiality guidelines
Perform any additional tasks to enhance client service or improve KPIs
Qualifications & Requirements:
Customized working scheduledepending on the service window received from the client
Fluent Dutch and manageable English skills (B1+ or better) in writing and speaking to understand documentation and log accurately in the client systems
At least 1-2 years’ experience as customer service Team Lead
Computer literate with a minimum typing skill of 30 wpm with 90% accuracy
Excellent people management skills should have experience in previous roles
Good experience in MS Office – Word, Excel, and PowerPoint
Strong experience in presentation skills
Excellent communication and customer service skills
Excellent analytical and problem-solving capabilities
Ability to drive initiatives in the team with creativity and a long-term vision
Experience in initiating and implementing process improvements
Experience in Customer Support/Customer Relationship/Customer Service
Hands-on experience in back-office activities – Live Chat and Social Media
Take ownership to manage deliverables across multiple assignments
Should be a self-motivated achiever
Benefits:
Attractive salary package
Permanent contract
Relocation support
Private insurance including spouse & kids and dental care
Career growth opportunities in a multinational company
Multilingual Jobs Worldwide
Multilingual Jobs Worldwide is a leading multilingual recruitment specialist agency matching European-speaking talent with the most exciting jobs all over the world. Over the past 2 years, we have recruited and helped over 1200 multilingual speakers to land their dream job with our partners in over 28 different countries.
