Job in Barcelona - Team Leader for Danish customer service team (Danish/Chinese)

Team Lead, Customer Service (Danish/Chinese) – Barcelona

Position

Would you lead a team of customer service representatives and help ensure high service quality and strong results? We are seeking a Team Lead for a Danish-language customer service project in Barcelona. You will have daily responsibility for a team, and you must ensure good results, well-being and stable operations. You will work closely with quality and operations management and be an important link between the team, management and the customer.

The position is full-time and 100% on-site in Barcelona. Working hours are Monday to Friday 9:00-18:00.

Your responsibilities

• You lead, support and develop a team of customer service representatives
• You create a positive, collaborative and results-oriented working environment
• You motivate the team and strengthen engagement around the service targets
• You supervise case handling, including prioritization, task assignment and meeting deadlines
• You monitor the team's daily productivity, KPIs, presence and adherence to SLAs
• You analyze the team's performance data and identify improvement opportunities and operational priorities
• You collaborate with the Quality Manager, N2 and Senior Supervisor to improve service quality, productivity and customer satisfaction
• You participate in customer meetings and relay relevant information to the team
• You identify training needs and help design sessions that strengthen knowledge and best practice
• You gather the team's feedback on processes, needs and improvement ideas
• You contribute to the preparation and follow-up of reports on performance, incidents and customer feedback
• You ensure that company policies and project rules are complied with

Your qualifications

• Danish at native or near-native level
• Fluent English and Chinese, spoken and written
• Documented experience in leading customer service teams
• Experience with customer service processes, tools and best practice
• Ability to analyze KPIs and use data as a basis for decisions
• Good knowledge of Microsoft Office and Excel for follow-up, analysis and reporting
• Familiarity with Salesforce or other CRM systems
• Excellent communication skills and ability to give clear and constructive feedback
• Strong people management and motivation skills
• Ability to prioritize, make decisions and adapt to change

We offer

• Salary of 20,000 EUR gross per year, with possible monthly bonus of up to 200 EUR gross
• A package reflecting your experience, skills and results
• Paid and thorough onboarding in the company and the project you will work on
• Career development program and specialized courses
• Guidance and tools to help you reach your career potential
• An attractive office centrally located in Barcelona
• Relocation allowance of 500 EUR, paid after the first month

In short

Team leadership, customer service operations, KPI and SLA management, continuous improvement of performance and a good customer experience.

Interested?

Contact [email protected] - we will get back to you within 24 hours and tell you more about the job and your opportunities.

Or book a call here: Book a call here