Customer Support Team Leader - German or Dutch with English - part time

Our Client

Home to the most loved and trusted hygiene, health, and nutrition brands that people love worldwide and have trusted for generations. As well as this, they are well-known for their relentless pursuit to protect, heal and nurture in the relentless pursuit of a cleaner, healthier world. As a Customer Support Agent, you will handle customer queries over the telephone, email, chat, and social media and strive for first-contact resolution. 

We Care: Develop, lead, and proactively manage an Operational Team of multilingual Customer Service experts with a clear focus on Performance Management and Employee development
We´re Curious: Identify ongoing training and development requirements and opportunities for all team members
We Achieve Together: Strong teamwork ethic, contributing to personal and team targets/SLA while working on personnel targets

What you will be doing?

• To support the initial onboarding of the new employees
• To clearly define daily and monthly qualitative and quantitative targets for individuals and ensure team understanding of these targets and that they are fully accountable
• To assess and review team and individual performance through quality assessments to identify key development areas
• Regular team and individual meetings with all direct reports in line with CPM Contact Centre standards and ensure Monthly My Performance Check-ins are complete and documented
• Ensure that the team is up-to-date on all Campaign objectives
• To manage the productivity and performance of the team in line with client expectations
• To provide insight back to the client around trends in contact types and issues impacting CSAT

Requirements

What skills & experience you’ll bring to us?

• Fluent in English + German or Dutch.
• Proven track record of leading, managing, coaching, and developing people.
• Experience of using CRM systems and working with multiple processes across various contact channels.
• Excellent organisational skills with the ability to prioritise and monitor workloads effectively.
• Good time-keeping while being a professional role model to your team.
• Act with fairness and respect to others and shows tolerance.
• Ability to provide good performance feedback.
• Coach the team to learn new skills and create development opportunities.
• People Management and effective communication skills.
• Problem-solving skills and a positive attitude.
• Understanding of the contact centre industry

Benefits

What do we offer?

• Start date: 4th of March 2024

• Contract: Permanent (probation period)
• Part-time: 25 hours per week
• Working days/Hours: Monday to Friday - 9:00 am to 2:00 pm
• Salary: 14,102€ per year (based on full-time 22,000€ per year)
• Bonus: Incentives to be discussed during the interview
• Holidays: 24 holidays per year
• Hybrid model: 3 days working from the office per month + client visits / the rest working from home
• Training: 2 weeks induction

Other benefits:

• Best-in-class people engagement activities and programs.
• Ongoing training and development and an opportunity for you to cultivate a new and exciting career in a high-growth environment.
• Employee Assistance Program - Free, confidential, and impartial guidance and support.
• Employee Benefits Club - a wide range of exclusive perks and rewards as a valued member of our organisation.
• Option to sign-up for Discounted Private Health Insurance.
• Referral Program: Bring a Friend and get a Referral bonus
• Access to LinkedIn specialised training & courses

Who we are

CPM International has a global presence in over 30 countries. We offer multilingual support in various languages tailor-made to the needs of our diverse markets. We focus on customer service, sales, and technical support solutions for clients worldwide.

CPM International believes in creating an open workplace, celebrating diversity in all forms, including gender, race, religion, disabilities, and sexual orientation. We are committed to providing equal opportunities and ensuring everyone feels included from the very start of their journey within CPM.

#wecare#wearecurious#weachievetogether