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Customer Service Team Manager w/ Night Shift

Location:
Barcelona
Key languages:
High level of English
Sector:
Management
Our client is multinational start-up launched in 2015 managing private and business travel for their clients. With its free travel booking and managing platform, it became an award-winning company named as the fasted growing SaaS startup Europewide. Due to success and expansion, they are currently looking for an experienced Team Manager for their Customer Care team in the city centre of Barcelona.

Main Responsibilities

  • Provide daily direction and communication to your team so that customer service requests are answered in a timely, efficient and knowledgeable manner
  • Provide statistical and performance feedback and coaching on a regular basis to each team member
  • Conduct individual development for skill improvement through regular one-on-one meetings
  • Be available for employees who experience work and/or personal challenges providing appropriate coaching, counseling, and direction until the resolution
  • Ensure everyone on your team has appropriate training and any required resources to perform their jobs to their best (or seek additional support when required)
  • Respond to and resolve employee relations issues expressed by team members in collaboration with HR
  • Along with peers and WFM, decide on micro schedules and share continual responsibility for deciding how to manage the employees, ensuring customer cases are handled efficiently and effectively
  • Ensure a high overall customer satisfaction level using NPS and help establish improvement plans as required
  • Help build and improve processes aimed at delivering an amazing customer experience to maximize revenue
  • Suggest innovative ideas to increase team efficiency and improve customer experience
  • Together with the VP of Customer Support and HR, plan ahead, identify recruitment needs, and initiate recruitment processes as required
  • Hire, on board, train and motivate a team of great professionals

Core Skills/experience

  • Proven successful experience of 3+ years leading a Customer Care team of 10-15 pax within a fast-growing
  • Availability and flexibility to work on rotating shifts according to business needs, including Bank holiday
  • Demonstrable experience going above and beyond to provide an amazing service that delights customers (what we call a 7-star customer experience)
  • Strong people focus. You enjoy building and developing teams even within challenging times, and know how to make complex decisions thinking on the whole team
  • Excellent hiring and people development skills
  • Ability to see the big picture and cascade it to the team to ensure continuous alignment with company/department goals
  • A truly data-driven DNA and a strong process orientation, possessing experience in building and rolling out efficient processes and programs, and in task automation
  • Experience retaining customers to become loyal brand ambassadors
  • Strong expertise in Travel technologies, especially Amadeus, will be a significant plus
  • Deep experience using and squeezing Zendesk or any similar ticketing tool
  • A true aim to listen carefully, explore new ideas, and coach/get coached
  • Flexibility to learn from what you’ve done in the past, not adhere rigidly to it
  • Smart, organized, fast learning, and resourceful mindset. You are tech savvy
  • Ability to create long-lasting connections very easily
  • Independence: don't need hand-holding to get things done
  • Strong character, perseverance, and grit. You are truly resilient and positive
  • Enjoy working as a true owner: assuming responsibility and commitment to ambitious goals and tight deadlines
  • A genuine sense of ownership: you feel comfortable working outside of the comfort zone, and you are ready to go the extra mile and inspire others to do so when needed

What’s on offer

  • Competitive compensation including equity in the company.
  • 24 vacation days per year and flexible working hours.
  • Health perks: Choose between a private health scheme or a gym allowance.
  • "Flexible compensation plan" to help you diversify and increase the net salary.
  • Free Spanish classes.
  • Yoga and meditation.
  • Possibility to choose your hardware and tools.
  • Free coffee and beverages, fresh fruit and other breakfast stuff.

What will you learn?

  • Continuous improvement in different areas 

Our recruitment process

  • Step 1: Interview with our Recruiter to get to know you better
  • Step 2: Face-to-face Interview with the company’s Hiring Manager

Don’t be shy! Just ask your recruiter!

Jessica Göpel:
Recruitment Consultant

Key languages:
German - English - Spanish
+34 931 222 232
Want to know more about Jessica? Click here!

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