Customer Service Specialist managing inbound calls for mortgage loan inquiries. Delivering accurate information and resolving customer queries following company regulations.
About the role
- Team Lead in Customer Experience supporting diverse teams at Brevo, a CRM company empowering customer relationships.
Responsibilities
- Deliver an exceptional customer experience: Enhance processes and tools, manage and share team feedback, reassign tickets when needed, monitor team statistics, and ensure objectives are met.
- Ensure smooth daily operations: Oversee scheduling, leave management, and ensure back-ups are in place to maintain continuity and efficiency.
- Mentor and support your team: Act as a guide and reference point for your team members. Offer advice to help them identify, understand, and anticipate complex cases, clarify processes, and develop their skills.
- Advocate for your team: Promote improvements and best practices, demonstrate new features, identify training needs, and provide the necessary resources to support growth.
- Facilitate onboarding for new team members: Welcome newcomers, introduce them to the team, guide them through their initial steps, teach tools and processes, and support their integration into the company culture.
- Be a collaborative team player: Maintain a comprehensive view of activities and backlogs, plan and anticipate scheduling needs, and foster collaboration and communication with other Brevo offices.
Requirements
- Prior experience in a management role
- At least 2+ years of experience in a Customer Experience position
- Fluent in English (mandatory)
- Excellent team-building and team-management skills
- Customer-focused and analytical
- Enthusiastic team player with an ability to collaborate with other management in our global offices
- Excellent verbal and written communication skills
- Good understanding of digital marketing i.e. email-marketing software
Benefits
- A place to grow, together: Join an international team in a bright, collaborative office located in a vibrant neighbourhood; Free fruits & drinks & Snacks, Pizza Wednesdays, Monthly breakfasts & many other events and fun activities
- Practical perks for everyday balance: 125 Euro monthly budget to subsidize expenses like Lunch, Internet and well-being activities; Fully paid Urban Sports Club M Membership; Subsidized BVG ticket for public transportation; Budget to support your workspace at home
- Learning, every step of the way: Language learning with Babbel app
- Flexible for life: 30 days of vacation, 2 days of remote work per week and Work from Abroad policy; Relocation package and visa sponsorship for international talents
- Wellbeing that works: Second parental leave: 1 month of fully paid leave; Company pension plan subsidized by Brevo
- A culture that cares: From inter-office trips to regular team events, there are plenty of ways to connect beyond your day-to-day. You’ll also find active social, green, and LGBTQIA+ committees
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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