We are hiring a Working Team Leader agent for our EU market to our international Customer Experience team based in Barcelona!
Your impact

Reporting to the Manager of Customer Experience EU, you will ensure a top-quality service to our customers in Europe and contribute to the company's success.
- Identify and assess customers' needs (consults, after-sales requests...) to ensure satisfaction.
- Manage customers' communications and reply to the requests by email and chat.
- Provide accurate, valid and complete information by using the right methods/tools, as well as communication procedures, guidelines and policies.
- Take care of customer complaints, provide appropriate solutions and alternatives, follow up to ensure resolution.
- Build sustainable relationships and trust with customers through empathy and open and interactive communication.
- Manage the CRM system and updates: keep records of customer interactions, process customer accounts and files, take care of the databases.
- Monitor and report on customer service performance, and any recurring issues that require attention so we can continue to provide exceptional customer service.
- Identify and feedback on potential functions that will improve customer service, throughout a customer's lifetime.
- Ensure contractual SLA is maintained
- Provide cover for other Agents in their absence, either within the same team or across teams
- Proactively identify issues before arising
- Achieve personal/ team targets.
- Support Advisors by solving queries
- Collaborate closely with multiple departments to support all processes and operations (sales, financial, admin ...).
- Take the extra mile to engage customers!
Staff Management
- Monitor and report team performance
- Give newly hired agents feedback on their individual performance to improve and motivate their daily work




- Keep track of each newly hired agent's training and training needs to improve technical and phone communication's skills
- Motivate as a team leader controlling turnover and retaining potential and motivated team members
- Manage all disciplinary issues effectively (with oral warning and requesting HR with written ones)
- Make sure processes and procedures are up to date
- Offer support in critical problems (escalations, emergencies, agents, and customers complaints).
- Perform other tasks/duties as assigned by management depending on service needs
- Propose changes in bonuses / reporting to management
- Back-up Program managers fulfilling corresponding tasks during vacation or absence periods

Reporting

Report productivity metrics to the team and management

Your qualifications
- High level of English and Spanish.
- Previous experience in customer service, team leader.
- A true team player who loves working towards both team and individual goals.
- A strong communicator both written and verbal with great interpersonal skill.
- You are detail-oriented and you genuinely care about offering a top quality service.
- You are able to be versátil, resourceful and to multi-task while establishing priorities and providing solutions.
- You have a positive attitude, you are proactive and dynamic.
- Previous experience with Zendesk would be a plus.

What's in it for you

- You will join us on a stable, full-time 39-hour weekly contract.
- Working hours: Monday-Sunday, 9:00 - 20:00 (rotative of days and hours: weekdays from 11:00 to 20:00, weekends from 9:00 to 18:00)
- Salary 22.395 euros gross/year + up to 2.400 euros gross/year in bonus
- Great office location in Barcelona - on-site work model
- Friends hunting (referral) bonus
- Full paid training about the company and the project you will be working on
- Career development program and specialized courses

Concentrix is an equal opportunity employer.
R1761611

📌 Working Team Leader (English-speaking) - On-site (Barcelona)
🏢 Concentrix Spain
📍 Barcelona