Working Team Leader (English-speaking) - On-site WE01

Job Title: Working Team Leader (English-speaking) - On-site WE01 Job Description Experience the power of a game-changing career    Want to be part of an innovative and growing team? We’re a global technology and services leader that powers the brands of the future. We help well-known brands — the ones you use every day — improve their businesses with technology and integrated solutions, in over 70 countries. If you’re looking to grow and be inspired, as a Working Team Leader in Barcelona (on-site) , you will be part of our team of game-changers. This is a great opportunity to experience the power of what’s next and develop “friends for life” at the same time. We’ll give you all the training, cutting-edge technologies, and the continuing support you’ll need to succeed.

We are hiring a Working Team Leader agent for our EU market to our international Customer Experience team based in Barcelona!

Reporting to the Manager of Customer Experience EU, you will ensure a top-quality service to our customers in Europe and contribute to the company’s success. Identify and assess customers’ needs (consults, after-sales requests...) to ensure satisfaction. Manage customers' communications and reply to the requests by email and chat. Provide accurate, valid and complete information by using the right methods/tools, as well as communication procedures, guidelines and policies. Take care of customer complaints, provide appropriate solutions and alternatives, follow up to ensure resolution. Build sustainable relationships and trust with customers through empathy and open and interactive communication. Manage the CRM system and updates: keep records of customer interactions, process customer accounts and files, take care of the databases. Monitor and report on customer service performance, and any recurring issues that require attention so we can continue to provide exceptional customer service. Identify and feedback on potential functions that will improve customer service, throughout a customer's lifetime. Ensure contractual SLA is maintained Provide cover for other Agents in their absence, either within the same team or across teams Proactively identify issues before arising Achieve personal/ team targets. Support Advisors by solving queries Collaborate closely with multiple departments to support all processes and operations (sales, financial, admin ...). Take the extra mile to engage customers! Staff Management  Monitor and report team performance  Give newly hired agents feedback on their individual performance to improve and motivate their daily work  Keep track of each newly hired agent’s training and training needs to improve technical and phone communication’s skills  Motivate as a team leader controlling turnover and retaining potential and motivated team members  Manage all disciplinary issues effectively (with oral warning and requesting HR with written ones)  Make sure processes and procedures are up to date  Offer support in critical problems (escalations, emergencies, agents, and customers complaints).  Perform other tasks/duties as assigned by management depending on service needs  Propose changes in bonuses / reporting to management  Back-up Program managers fulfilling corresponding tasks during vacation or absence periods Reporting Report productivity metrics to the team and management  Your qualifications   High level of English and Spanish. Previous experience in customer service, team leader. A true team player who loves working towards both team and individual goals. A strong communicator both written and verbal with great interpersonal skill. You are detail-oriented and you genuinely care about offering a top quality service. You are able to be flexible, resourceful and to multi-task while establishing priorities and providing solutions. You have a positive attitude, you are proactive and dynamic. Previous experience with Zendesk would be a plus.