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Team Lead Customer Service (France) - Valencia

Posted 25 Mar 2024
Work experience
4 to 7 years
Full-time / part-time
Full-time
Job function
Degree level
Required languages
English (Fluent)
French (Fluent)
Dutch (Fluent)

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Helloprint is one of Europe’s fastest growing technology companies and active in 8 countries. As a fast growing start-up, we are always hungry for better, faster growth for our offices in Rotterdam and Valencia. As we want to grow faster we are searching for new Helloprinters. People who are curious and hungry people who want to design their own road to success. You want to make the utmost of your career.

Are you ready for your next step? Maybe a step to the beautiful city of Valencia? The Helloprint adventure might just be the adventure for you. Get to know Europe’s most ambitious start-up and start making the most of your opportunities today.

Team Lead Customer Service

As Team Lead Customer Service (France), you will be part of Helloprint's international Customer Experience in Valencia. Our team makes sure that the thousands of french customers who visit our website every day will become super-satisfied and stay that way, all from our amazing office in Spain. We are looking for the most customer-oriented superstars out there, who know how to provide “the wow factor” for our customers within a dynamic environment at a high pace.

You are responsible for the overall performance of the French Customer Service team in Valencia. You are an energetic, open-minded, inspiring people manager that effectively leads, whilst motivating and developing a team of dynamic Customer Service Agents. Exercising excellent leadership and communication skills you develop and coach an international team in an environment that embraces change, cultivate service excellence, productivity, growth, empowerment, teamwork and high self-esteem.

Together with the team and in close cooperation with the Senior Agents (SA) and the Real Time Analyst (RTA) you manage a set of Customer Service KPIs as: 9+ quality score, Customer Happiness and SLA performance. You also closely work with the Country management team in order to provide the best and the most consistent customer journey for our French customers.

What you do:

Oversee day-to-day operation:

  • Check the correct use of internal tools and workflows by agents
  • Plan and organize the team based on workload and business needs with RTA
  • Take the initiative to act and proactively come up with solutions for problems, managing and implementing changes
  • Scale the processes and workflows in order to be more efficient as a team and as a company

Team support

  • Drive the team to exceed metrics and KPI’s by creating and fostering a high-performance environment
  • Provide clear directions and guidance to ensure consistent execution of company policies, procedures and setting priorities
  • Identify patterns and creating personalised action plans for each of the agents with the SA and Quality&Training

Inspiring team

  • Ensure employee happiness by creating a trusting team, communicating direction and goals, providing regular depth performance feedback, and coaching and developing members of the team to ensure career growth with Talent&Culture

Report

  • Full responsibility for a set of KPIs and report progress on a weekly basis
  • Track and monitor performance levels, and manage underperformance
  • Prepare and conduct quarterly performance reviews and keep track of progress during the year
  • Be in charge of making periodic reports to analyse the team’s performance and communicate to stakeholders, maintaining a cross-functional collaboration
  • Proactively and independently work to meet targets and goals

What are we looking for:

  • You have 4 years of management or leadership and previous experience in customer service environment and/or call center;
  • Language skills: Native in French and fluent in English, both written and verbal. Spanish and other languages would be a plus;
  • Have experience using online software, site management, and tools. Previous experience working with Zendesk or a similar ticketing tool;
  • You are flexible to work in shifts according to internal needs;
  • You have exceptional communication and organisational skills and you are able to communicate effectively, provide constructive feedback, mentorship and coaching;
  • You have strong analytical skills and data driven mentality;
  • You have strong interpersonal skills with the team and cross-functional colleagues;
  • You are a leader by example, able to motivate, inspire and create an inclusive and positive work.

What we offer

  • An unique company culture with 22 different nationalities, an average age of 27 and an amazing team of colleagues;
  • An incredible office right next to Nuevo Centro Shopping Mall;
  • A unique challenge at one of Europe’s fastest growing technology companies;
  • The opportunity to experience an amazing adventure in one of Europe’s best cities;
  • A lot of extras: Breakfast, lunch and dinner all taken care of. Super healthy, delicious and freshly prepared with lots of love by our own Mona. Plus, we have the best drinks and team events. Need we say more?

Bij HelloPrint bouwen we het grootst platform voor gepersonaliseerde print producten ter wereld.
HelloPrint is officieel erkend als een Great Place to Work en met een gemiddelde leeftijd van 30 jaar zijn wij dé plek om jezelf hard te ontwikkelen. In het hartje van Rotterdam zit ons hoofdkantoor en in het zonnige Valencia zit onze Customer Experience Center.

Other
Rotterdam
Active in 13 countries
60 employees
50% men - 50% women
Average age is 30 years

What employees are saying

Pedro

UX & IT

Pedro

“HelloPrint really makes me feel like the sky's the limit, be prepared to work with brilliant people that are the best at what they do and make you grow at a speed that I never thought possible. Go fast break things, that’s the motto for the techies in the company! “

Isabelle

Sustainability

Isabelle

“At HelloPrint you are forced to get out of your comfort zone. And that’s where the real magic happens! And who doesn’t love magic?"