Strategic Customer Service Team Lead
5 hours ago
At Ooono A/S, we're looking for a highly skilled and experienced individual to fill the role of Strategic Customer Service Team Lead. As a key member of our team, you'll be responsible for leading our Customer Service Supporters and ensuring they have everything they need to excel in their roles.
Key Responsibilities- Quality Management: Conduct QA evaluations, spot checks, and CSAT analysis to ensure high-quality support is provided to our customers.
- Zendesk Optimization: Maintain and continuously optimize our Zendesk CRM setup to provide smooth, fast, and fantastic support.
- Training & Onboarding: Oversee new agent onboarding, uptraining, and maintain training materials to ensure every agent feels ready to shine.
- Performance Tracking: Track agent quality, productivity, and SLA, and conduct weekly 1-on-1 coaching to help agents improve.
- Coordination: Coordinate daily operations, aligning workflows, tasks, and resources to ensure seamless customer support.
- Channel Coverage: Ensure adequate coverage across all channels, including phone, email, and chat, during service hours.
- Experience leading a Customer Service team, preferably with a proven track record of coaching, motivating, and inspiring others.
- Tech-savviness: Familiarity with Zendesk or similar CRM platforms, with the ability to optimize systems and adapt to changing technology.
- Proactivity, Structure, and Solutions-Oriented Thinking: The ability to bring structure and clarity to complex situations and drive solutions-oriented approaches.
- Effective Communication: Excellent communication skills, with the ability to connect with diverse team members and adapt your approach to meet their individual needs.
- Big-Picture Planning and Daily Operations: The ability to balance big-picture planning with daily operations, getting things done while maintaining a strategic focus.
- German language skills are an asset, but not required.
As a member of our team, you'll enjoy a relaxed and informal atmosphere, a flat hierarchy, and regular social events. You'll also have opportunities for professional growth and development, as well as access to cutting-edge technology and tools.
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