Loading...

Customer Service Team Manager - Belgium

The role

 

As an experienced customer support professional, you will use your team building skills to work alongside 10-20 colleagues who deal with a key market, to forge a close-knit harmonious team.

 

The player experience team leader / customer service team manager belgium helps agents to provide first- class customer support and advice within a contact centre environment. You will also assist the customer support operations manager in the smooth running of the department as well as manage ad-hoc projects when required.

 

What you will do

 

  • Assure consistently high quality customer support to satisfy strict deadlines and KPI's
  • Assess the competencies of your team members to identify strengths and define ways to reach their full potential through real-time coaching
  • Conduct frequent one-to-one meetings with individual team members if/when required
  • Be accountable for customer satisfaction (CSAT) score for all markets related to your team
  • Act as a mentor for customer services agents and lead by example
  • Maintain high levels of product knowledge so that appropriate guidance is always provided
  • Support administrative tasks within the team
  • Facilitate smooth communication flow between the head of customer service, customer service operations manager and all other departments
  • Be the point of contact for customer support agents inside and outside your team
  • Anticipate and evaluate risks in your department and handle any obstacles to achieving set targets and goals
  • Support the talent acquisition partner by attending interviews and giving feedback on the best candidates
  • Reach quarterly and end of year goals set by the company

 

How will success be measured in this role


CSAT, live contacts, email response time and other key indicators set by the company
Leadership skills
Communication skills
Contribution to the team managers' group

 

Regular performance reviews with your line manager
Acting in line with Kindred Group values
Successful completion of all relevant training and other compliance activities that support Kindred's sustainable and responsible growth

 

Your experience

 

  • A team management role and a proven track record of target driven performance
  • Sound experience in a Customer Support environment
  • Fluency in written and verbal English essential, French and Dutch would be advantageous to the role
  • Excellent communication skills – e-mail, chat and telephone
  • A natural team player who leads by example
  • Business management skills: understand strategy, business functions, manage conflicts
  • Ability to work well under pressure and with minimum supervision
  • Open to giving and receiving constructive feedback

 

Application process

 

Click on the "Apply Now" button and complete the short web form. Please add a covering letter in English to let us know your motivation for applying and your salary expectation. Our Talent Acquisition team will be in touch soon.

 

Job alerts

Not suited to this role but interested in working at Kindred Group?

We are always on the lookout for talented, passionate people to join our global teams so if you'd like us to let you know when suitable jobs come up, please click on “Register for Alerts”.

 


 
Loading...
Close map
Location
Malta
The Centre Pjazza Tigné, Tigné Point, Tigne Point, Sliema, Malta
Loading...
  • Office:
    Malta
  • Type of Employment:
    Full Time Permanent
  • Reference Number:
    MAR0229
Loading...
26 Days Holiday
Private Medical
Wellbeing Allowance
Free Yoga
Free Meals
Maternity/Paternity leave
Eye test and Flu jab
3 days CSR leave
Shares
Pension
Anniversary awards
Share this page

Job Alerts

If this job is not for you but you are interested in jobs similar to this, then click the button below to be the first to know about them.