Customer Service Quality & Control Lead

  • Customer Service
  • Amsterdam (HQ), Netherlands

Customer Service Quality & Control Lead

Job description

Swapfiets is looking for a new Customer Service Lead Quality & Control who wants to take our customer service department to a higher level. Do you have a strong background with customer service? And will you ensure that all customer interactions on all channels are top-notch? Then you are the one we are looking for!


In this role you will be responsible to lead and provide effective guidance to our customer service department team. You will be responsible for supervising and motvating team members on a daily basis. As the Customer Service Lead  Quality & Control you will always looking for ways to improve service or productivity. The ideal candidate is proactive, stress resistant and a good motivator. And of course, excellent communication is the key! You will be reporting to the Global Customer Experience Manager.


Responsibilities

  • Develops the quality & training of our customer service team;

  • 1-1 Coaching for global swapdesks;

  • Suggest potential improvement plans that will improve service / productivity;

  • Takes the lead on quality and knowledge tasks or projects;

  • Ensures all customer interactions on all channels are top-notch;

  • Onboard new Customer Service Employees;

  • Support customer service with answering customer requests.

Requirements

Profile

  • Higher vocational work and thinking level;

  • 1- 3 years of working experience in a service oriented environment;

  • Excellent in English and/or local language;

  • You are customer friendly and are willing to go the extra mile to service our members;

  • You can handle responsibility;

  • Proactive and alwayd looking for new ways to improve service / productivity;

  • Stress is a word for you don't know; you perform better under pressure;

  • You're a team player; because you know that, with a good (and fun!) team, you achieve more!