Customer Service Team Lead | German C2

Rotterdam, reference 2024-00839

Job description

We are seeking a Team Lead for our growing Customer Service team. You will play a pivotal role as the initial point of contact for customers using multiple communication channels. You are dedicated to providing an exceptional customer experience at all times. Additionally, this role requires the ability to make informed decisions, exercise independent judgment when faced with unfamiliar customer needs, and decide when to escalate inquiries.
Essential Duties and Responsibilities:

• Serve as the primary point of contact for customers and team members.
• Set an example for team members and be an inspiration to them.
• Act as a decision maker for escalated customer issues and provide appropriate solutions.
• Assess processed tickets and phone calls to propose improved processes.
• Deliver outstanding customer service in English by assisting customers with inquiries related to shipping, tracking, product details, warranty claims, refunds, replacements, and more.
• Engage with customers through various communication channels, including phone, email, website chat software, and multiple online platforms.
• Adhere to company policies and utilize independent judgment to determine issue resolution or escalation when necessary.
• Collaborate closely with warehouse and logistics teams to ensure accurate order processing and stay up-to-date with product information.
• Oversee the daily management of returns and order replacements.
• Maintain high levels of professionalism, punctuality, and accountability.
• Contribute to a collaborative team environment and provide assistance to colleagues when needed.

Requirements

Who are you?

• Proficiency English is required, German language skills are desirable.
• An associate's or bachelor's degree is preferred.
• 3-5 years of customer service experience is needed, 1-2 years of team lead experience is desirable.
• Possess a courteous, confident, and outgoing personality with excellent customer service skills.
• Exhibit a strong telephone presence and the confidence to assist customers over the phone.
• Capability to build strong relationships with both team members and customers.
• Proficiency in Microsoft Word and Excel is an advantage.
• Experience in e-commerce, direct to consumer, or webshop environments is required.
• Comfortable working with multiple applications and platforms at once.
• Dynamic and proactive.
• Available to work in the office fulltime.

Working conditions

What does the company offer?

• 40 hour per week contract
• Room to grow and develop
• A salary of up to 3.500 euros per month, based on experience
• Bonuses based on performance

Work location

Rotterdam

Company description

Our international client is specialized in outdoor appliances, with a wide range of products for your garden!

Good to know

If you are interested in this vacancy, you can apply by clicking on the button above. Your application will be sent directly to the recruiter in charge. IMPORTANT: if you are not yet registered with Undutchables we kindly ask you to do so. Your information will be handled in the strictest confidence and your CV will not be sent to a company unless you have given prior permission.We will invite you for an extensive interview, as soon as any potential job opportunities arise. We will advise you on issues regarding employment in the Netherlands. Then, if possible, we will introduce you to a prospective company and provide support during the selection procedure.

Recruiter contact

Lara Süne, Den Haag
[email protected]
+31(0)6-34154234