Job description We are looking for a motivated and dynamic Customer Support Supervisor who thrives in a fast-paced environment and is eager to grow within the role over the coming years. This position requires an individual with a high level of organization skills in providing innovative solutions when supporting a team that exceeds customer expectations. The ability to multitask and display a sense of urgency is critical to this role. The Customer Support Supervisor is a seasoned leader working with internal teams along with external clients, merchants and customers to maximize program participation while excelling at professional communication, productivity, problem solving, team leadership, innovation and strategic initiatives. In addition to this, the role will ensure a mindset of continuous improvement (i.e. processes, procedures, team and individual development) with the express intent of driving world class service for the organization.
Key Responsibilities:
Ensure that an extraordinary customer experience is provided on every interaction with both internal and external customers
Promote a culture of continuous improvement by studying, evaluating, re-designing and documenting processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes
Oversee incoming and outgoing communications to ensure timely, accurate and professional responses
Set, monitor and frequently review team goals and metrics
Meet regularly with each team member to review metrics, provide feedback and coaching, and address concerns
Recognize potential system defects and escalate internally when appropriate
Handle escalated situations and act urgently when necessary
Foster the growth and effective operation of the team by coordinating and scheduling appropriate training sessions, and developing training documentation
Manage client relationships by providing top level support
Energize and motivate the team through strong leadership, clear communication and by setting a positive and professional example
Performs other general duties as assigned
Requirements Minimum of 2+ years supervisory experience, ideally within a Customer Service environment focused on problem-solving and outbound communication
Excellent interpersonal skills and ability to motivate the team and create a supportive working relationship
Excellent professional verbal and written communication skills
Detail-oriented; strong organizational skills
Strong critical thinking and analytical skills
Independent decision-making and delegation experience
Advanced computer skills, especially in Microsoft Word and Excel
Experience with Service Cloud is a plus
Ability to identify the root cause of a problem and develop solutions to mitigate
Interdepartmental and customer relationship skills
Work schedule flexibility; at least 3 days in office
Fluency in English is required, along with fluency in either Dutch or French
Working conditions Competitive salary
NS Business Card
26 vacation days annually at full-time employment
Pension plan with Nationale nederlanden
Casual environment and dress
Employee referral program
Professional, Innovative and highly collaborative team
Hybrid work
Competitive bonus scheme
Days off for volunteer work
Fun activities and company outings
Fruit at work
Company description Our client is a leading payment and invoicing company for the business to business market. They are known globally for their services in manufacturing, retail, and transportation.