ppWe are Impress. We believe everyone deserves a smile they'll love. /p pWe are the largest chain of ortho clinics with fully digital processes. We have revolutionized the invisible orthodontic sector with the best team of professionals specialized in making people smile and using the latest technology for the diagnosis, treatment, and follow-up of all cases. /p h3We are looking for an enthusiastic Customer Service Team Leader /h3 pwho will be an important part of a hard-working, fast-growing team. This is your opportunity to experience a #1 health-tech scale-up where both your work and your results are highly tangible and matter to the business. /p h3What We Offer /h3 ul liInternational team! You will work with people from all over the World, at our Barcelona headquarter in the Eixample district (Barcelona). /li liWe are an inclusive company. /li liCoffee snacks every morning. /li liNew and bright office; it also has a gym for employees. /li liWork days: Monday to Saturday /li liStable Team Lead (TL): Present on Saturdays /li liRegular hours: 09:00 to 18:00 /li /ul h3Responsibilities /h3 ul liLead booking conversion assigned market/s. /li liEnsure the highest standard of customer care is delivered and maintained in all aspects of the booking conversion function, including (but not limited to): inbound and outbound call management, complaints, appeals, and grievances processes. /li liCreate team schedules that match needs for customer bookings and issues. /li liDrive a culture of team excellence, ensuring that the booking conversion team is fully informed, trained, and supported in exceeding expectations.



/li liCreate up-to-date training materials with clear processes and procedures. /li liMeasure customer satisfaction and design improvement mechanisms as required. /li liEnsure call volume forecasts and planning requirements are built to manage peak volume periods to ensure delivery of all KPIs. /li liAnalyze statistical service data with QA to review metrics and quality results, establish goals/targets, and focus on areas of opportunity and development. /li liHandle escalations of customers and patients. /li liThis position will be responsible for coaching, developing, performance, and up-skill training. Participate in the hiring or termination of staff if required /li /ul h3Requirements /h3 ul li+1 year of experience leading a team in a similar position within Customer Service working in an international environment. /li liMust-have: full professional level: French + English /li liYou are recognized for your team spirit, your interpersonal and writing skills /li liA proactive attitude and inclusive behaviour. /li /ul pbThe position is 100% on-site, /b we’re looking for someone who’s based in Barcelona (or nearby to the city). /p pAt Impress we cultivate a culture of inclusion and diversity. We celebrate our employees' individual strengths, views, and experiences and we encourage all candidates to apply, without regard to race, color, religion, gender identity, sexual orientation, age, national origin, disability, or any other factor. /p pOur differences enable us to be a better team – one that makes better decisions, drives innovation, and delivers better results. /p /p #J-18808-Ljbffr

📌 Customer Service Team Lead - French Market (Barcelona)
🏢 Impress
📍 Barcelona