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Team Lead (Danish + Chinese)

David Kennedy Recruitment
1 day ago
Full-time
On-site
Barcelona, Spain
Danish Speaking

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.