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 c

📌 Working Team Leader (Barcelona)
🏢 Concentrix Spain
📍 Barcelona