Customer Service Representative joining CEVA Logistics to manage transportation of goods and support high volume accounts. Liaising between sales, operations, and customers for shipping inquiries and status updates.
About the role
- Team Leader/Office Manager for customer service operations in Quinta do Lago, Portugal. Leading the team to ensure excellent customer service and office management.
Responsibilities
- Lead, motivate and mentor customer service team members working from the office or hybrid.
- Supervise day-to-day activity, ensuring service levels, quality standards and KPIs are consistently met or exceeded.
- Act as a subject matter expert, supporting the team with escalations and complex customer queries.
- Conduct regular 1:1s, team meetings and performance reviews, providing clear feedback and coaching.
- Identify individual strengths and development needs, creating performance and improvement plans where required.
- Recognise and reward strong performance, promoting engagement and professional growth.
- Create and manage team schedules and rotas to ensure adequate coverage in line with client and business requirements.
- Oversee onboarding and training of new starters, ensuring training plans are followed and completed to a high standard.
- Proactively identify trends in customer contacts and operational challenges, making clear, data-driven improvement recommendations.
Requirements
- Excellent Dutch and English communication skills, both written and verbal.
- Proven experience as a Team Leader, Supervisor, Office Manager or in a senior customer service role.
- Strong people-management skills, with the ability to coach, motivate and give constructive feedback.
- Experience supervising customer service teams in a fast-paced, consumer-facing environment.
- Confident using technology, including contact centre tools (Zendesk desirable) and MS Office / Google Workspace.
- Highly organised, proactive and solution-focused, with strong attention to detail.
- Experience supporting HR or people operations tasks desirable.
- Exposure to scheduling, workforce planning or rota management desirable.
- Interest in root cause analysis and continuous improvement desirable.
- German speaker would be an advantage but not essential.
Benefits
- Professional, organised, and well-run working environment.
- Support HR administration.
- Employee onboarding and training.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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