Customer Care Team Leader

About the role

The Customer Care Team Leader oversees the day-to-day operations of the Customer Care team, including hiring, training, scheduling and performance management, so that the team meets company standards and grows effectively. The role involves handling customer requests, reviewing feedback, reporting on complaints and inquiries, and acting as a liaison between customers and other departments.

Key responsibilities

• Handle customer requests promptly while keeping quality and accuracy high
• Review customer feedback and recommend product or service changes to improve satisfaction
• Develop reports tracking complaints, inquiries and problems to spot improvement areas
• Act as a liaison between customers and other departments, resolving non-standard cases beyond the scope of customer care coordinators
• Collaborate with sales, money collection, back office and night coordinators to meet customer needs
• Monitor response times against company standards and coordinate with IT on equipment or software issues
• Communicate with customers by phone or ticket, paying special attention to key customers
• Work with the back office on contract replenishment and registration, customer data control and document archiving
• Submit vehicle registration applications in Navision and use the TMS (ticket management system) daily
• Train new employees on policies, procedures and ethics; ensure each employee has clear objectives (KPIs) reviewed monthly
• Use scripts and guidelines to deliver consistent service, and act as a role model for company values

Required profile

• Secondary school graduation
• Minimum intermediate English
• 2+ years in fuel cards, toll providers or the financial industry with digital sales
• Supervisor or team-leading experience is a plus
• Flexible, adaptable, solution-oriented, with excellent communication and a client-centric approach
• At least 3 days working from the local office

Required skills

• MS Office (Word, Excel)
• CRM and ticketing systems (optional)

What we offer

• Flexible hours, the option to work from home, 5 weeks of vacation, 3 health days and an extra day off for the company anniversary
• Flexible benefits package covering technology, sports, beauty, travel, health services or pension contributions
• Up to 1,000 EUR for referring a colleague, access to over 5,000 courses, online language lessons and performance bonuses
• Personal budget for courses or conferences
• Volunteer day off, free psychological counselling, and access to company products
• Ergonomic office with free coffee, tea and fruit, plus team events and philanthropy projects