Customer Service Team Lead

Purpose of the Role
As a Team Lead Customer Service, you are responsible for developing and leading the Customer Service team. Your focus is on professionalizing the service offering and optimizing the customer experience. You represent HelloFlex’s vision and ensure a service-oriented culture where customer satisfaction and efficiency are central.
Responsibilities

• Coordinating and improving customer-focused service processes.
• Encouraging a proactive and solution-oriented approach within the team.
• Managing, coaching, and developing Customer Service Consultants.
• Maintaining and expanding the customer portfolio with attention to customer satisfaction and upselling opportunities.
• Acting as the first escalation point and ensuring effective problem resolution.
• Optimizing workflows and knowledge sharing within the team.
• Monitoring KPIs and contributing to the department’s strategic goals.

Framework

• Part of the Customer Service & Success department.
• Reports to the COO.

Key Result Areas

• Customer Experience & Customer Value: Continuously improving service experience and customer satisfaction.
• Team Development & Coaching: Actively guiding and motivating employees to maximize their potential.
• Optimization & Efficiency: Standardizing and improving processes for smooth and effective service delivery.
• Industry and Product Knowledge: Ensuring that industry and product knowledge remains at a high level.
• Account Management & Upsell: Identifying and leveraging commercial opportunities.
• Annual Plan: Actively contributing to the formulation and achievement of (annual) objectives and KPIs within the Customer Service & Success department.

Competencies

• Service and Customer Orientation: Understands customer needs and effectively responds.
• Coaching & Leadership: Inspires, develops, and motivates the team to deliver excellent service.
• Process Optimization: Identifies improvement points and implements more efficient working methods.
• Problem-Solving Skills: Quickly adapts and effectively resolves complex issues.
• Commercial Skills: Identifies and leverages commercial opportunities.
• Analytical and Conceptual Thinking: Has an overview and insight into data and processes to implement strategic improvements.

Knowledge and Skills

• Higher professional education (HBO) working and thinking level.
• Minimum of 5 years of experience in a service-oriented environment, preferably in automation or the staffing industry.
• At least 3 years of leadership experience.
• Experience with project-based and structured working.
• Excellent command of Dutch and English.
• Experience with automation and software applications is essential.