You can no longer apply to this job. This job is no longer available. Please contact us if you're interested in jobs like this one.
Customer Service Team Leader with French
HomeAway, leader in the travel industry and a part of one of the strongest companies in the sector globally.
As a Team Leader you will direct daily activities of the call center, providing coaching and training to a team of 8-9 Customer Service Representatives, handling customer escalations and ensuring delivery of top-notch customer satisfaction and service levels will be critical success criteria for this role.
Your main responsibilities will be:
-Take incoming inquiries over the phone and email about products and services from owners, agencies, and travelers to maintain subject matter expertise and support service level goals
-Act as an information source for agents' questions pertaining to process, policy and work schedules.
-Review, organize and delegate daily tasks for team
-Closely coordinate with other Leads and Management pertaining to support service levels and customer experience, and take appropriate actions to correct when needed
-Carry out performance measurement (Quality Audits), CSAT scores/feedback, general monitoring, and evaluation of all agents and operators to improve the teams' efficiency
-Resolve escalated customer complaints and questions within required timeframe; assist team with de-escalation of calls in real time as needed
-Communicate solutions, successes, and opportunities to the Supervisor and Manager of customer support
-Coordinate training for new hires and existing staff; participate in the delivery of training
-Proactively communicate with CS Manager regarding work flow, staffing issues/performance, and customer experience items.
-Lead must be available to cover all hours of business operation and coordinate with other leads as point of contact to insure continuous and full support
-Inspire and motivate agents; lead by example
-Encourage good team morale
-Special projects as designated by management
We are looking for a candidate with the following characteristics:
-2 years of experience (preferably in Call/Contact Center)
-Native in French
-Experience with business support software applications such as MS Office (Word, PowerPoint, Excel, etc.) are required. (Intermediate level)
-Focus on Customer Loyalty
-Highly motivated, focused passionate about connecting to the customer
-Ability to inspire and support people
-Ability to plan well and prioritize work
-Must have attention to detail and Service orientated
-Strong verbal and written communication skills are a must
-Maintain calmness under tight pressure
-Good decision-making, IT, and cross-departmental communication skills
-Permanent contract (Day shift Monday to Friday (09.00 am to 06.00pm)
-Interesting compensation scheme
-International work environment
(+34) 91 590 04 31
(+34) 91 590 04 31
Talent Search People is an international recruitment agency based in Barcelona, Madrid and Lisbon. We provide highly specialised recruitment services within our four areas of expertise: Sales & Marketing, IT & E-Commerce, Native Speakers and Finance & Administration.