David Kennedy Recruitment is working with a leading customer experience company that is seeking to onboard a Customer Service Team Leader to lead and develop a team of customer and consumer service representatives in Barcelona.

Position: Team Lead

Location: Barcelona, Spain

Model: 100% On-site

Employment type: full-time

DUTIES AND RESPONSIBILITIES:

- Lead, support and develop a team of customer and consumer service representatives

- Foster a collaborative, positive and results-oriented working environment

- Motivate the team and promote engagement with service objectives

- Supervise case management, ensuring effective prioritisation, workload distribution and adherence to deadlines

- Monitor daily team productivity, KPIs, adherence and SLA compliance

- Analyse team performance metrics to identify improvement opportunities and determine operational priorities

- Collaborate with the Quality Manager, N2 and Senior Supervisor to improve service quality, productivity and consumer satisfaction

- Participate in client meetings and communicate relevant information to the team

- Identify training needs and support the organisation of sessions to reinforce knowledge and best practices

- Gather team feedback on processes, operational needs and improvement opportunities





- Support the preparation and follow-up of reports covering performance, incidents and customer feedback

- Ensure compliance with company policies and applicable project regulations

REQUIREMENTS:

- Native or near-native level of Danish

- Fluent in English and Chinese

- Demonstrable previous experience managing customer service teams

- Experience working with customer service processes, tools and best practices

- Ability to analyse performance indicators and use data to support decision-making

- Good knowledge of Microsoft Office and Excel for tracking, analysis and reporting

- Knowledge of Salesforce or other CRM tools

- Excellent communication skills and the ability to deliver clear and constructive feedback

- Strong people management and team motivation skills

- Ability to manage priorities, make decisions and adapt to change

BENEFITS:

- Excellent remuneration package based on experience, skills and performance

- Great office location in Barcelona

- Full paid training about the company and the project you will be working on

- Career development program and specialized courses

- Guidance and tools to reach career potential.

📌 Team Lead (Danish Chinese) (Barcelona)
🏢 David Kennedy Recruitment
📍 Barcelona