Customer Care Team Leader France (m/f)

Description

Welcome to Movinga! We are a young and dynamic company, founded with the ambition to disrupt the moving industry, in Europe and globally. From the simple online booking process to the consistently high service quality: this is what moving in the 21st century looks like.

Backed by renowned investors like Earlybird Venture Capital, Index Ventures and Global Founders Capital, we are continuously raising the bar of our product and processes to achieve our ambitious goals.

CUSTOMER CARE TEAM LEADER FRANCE (m/f)

As a startup in an industry that is currently struggling to modernise and with services that experience increasing demand, we aim to grow our team with the sharpest talent we can find. Currently, we are on the lookout for a Customer Care Team Leader (m/f) within our French team to start right away.

Your responsibilities :

• Managing and leading a team of 5-10 customer service representatives

• Delivering a world-class, end-to-end customer experience

• Ensuring Movinga’s quality standards and reaching productivity goals

• Holding responsibility for SLA compliance and customer satisfaction as a whole

• Handling calls and emails in tricky escalation situations

• Driving department performance through daily coaching and weekly feedback sessions with all team members

• Conducting in-depth data analysis to identify opportunities for performance improvements

• Evaluation of relevant KPIs and taking of measures to correct any deficiencies

• Identifying causes of operational errors and developing processes to lower our error rate

• Driving initiatives to continuously improve the quality of our service to our customers

• Consistently setting and exceeding performance deadlines and targets

• Implementing new processes and tools to drive operational performance through innovation

Your profile :

• You have an outstanding degree from a top university

• You have at least 3-5 years experience in customer service, ideally in a venture-backed technology start-up

• You have gained at least 1 year of working experience in a leadership role

• You have a proven track record of personal, academic and professional achievements

• You can effectively work in an independent, structured and goal-oriented manner

• You enjoy working in a fast-paced, target-driven and team-oriented environment

• You approach challenges with a positive attitude, and maintaining customers satisfied is what keeps your heart beating

• Your way of working is characterized by a high degree of reliability and organizational skills

• You have a high degree of comfort with analytics, numbers and the capability to draw decisions based on both intuition and data

• You are able to deal with a high workload and you work in a very structured manner

• You are team oriented and ambitious

• You can deal in a friendly manner both with coworkers and clients

• You possess strong web and computer skills: MS Office, Salesforce.com desirable

• You possess excellent French skills (both spoken and written)

What we offer :

• A fast-paced working environment in a rapidly developing company

• Challenges which let you grow day by day

• Flat hierarchies with space for your own ideas in a dynamic, dedicated and motivating environment

• A competitive remuneration

• Fresh fruits, cereals and soft drinks as well as various benefits for restaurants, gyms, cafés etc.

• Open-space office in the heart of Berlin's trendy district Prenzlauer Berg

If you want to be a part of a young, dynamic company with a unique team-culture, then we are just the company you are looking for.

Apply now and join the Movinga Family today!