ABOUT THE JOB :
As a Consumer Support Team Lead you will be able to make sparkling contributions in the following areas :
Organizes the consumer service for the dedicated region, prioritises the day-to-day workload to ensure a professional quality of service and monitors and adjusts staffing levels whenever required.
Leads the team of Consumer Service Representatives in an effective way, including performance management, people development and coaching of direct reports with the guidance of the Head of Customer Service.
On a regular basis, reports all activities in the region to the Head of Consumer and Customer Service.
Represents in consumer service projects and delivers related input.
Provides proactive support and communicates effectively with Account Managers, Key Account Managers and the regional Operations Management regarding customer needs and strategies for the region.
Gets involved and keeps him / herself up-to-date for consumer related topics.
Responsible for the correct handling of complex requests and complaints from consumers for ensuring that they are solved rapidly in an efficient and professional manner to satisfy the consumer.
Advises other involved departments on these.
Ensures the efficient and solid handling of processing all inbound orders and ensures accurate data input.
Serves dedicated Consumers as a Consumer Service Representative according to agreed Service Levels and KPI’s including pro-
actively communicating with the consumers and advising them on various topics.
The ideal candidate should meet the following criteria :
University degree in relevant area
5-8 years of experience in the consumer service area
Strong communication skills, customer service orientation and cultural awareness
Leadership skills : leadership mindset; ability to deliver results through managing others; ability to identify talent and develop team potential;
ability to motivate others and drive high performance
People or project management experience will be an asset.
Solution delivery orientation and strong negotiation skills
Continuous improvement mindset and process orientation
Agility / flexibility
Multitasking / Time management