B2C Customer Care Manager - Lead & Elevate CX

Kaplan Languages Group; Barcelona; Híbrido; EUR 35.000 - 50.000; Jornada completa

Descripción de la vacante

A leading language education company in Barcelona seeks a Customer Center Team Leader to enhance the customer experience by leading a dedicated team. Responsibilities include managing team operations, handling escalations, recruiting, training, and ensuring quality service standards. The ideal candidate should have proven experience in team management, customer service, and relevant software proficiency. This position offers a hybrid working model and a full-time contract.

Servicios

Creative, rewarding work

Ticket restaurant

Half day off on your birthday

Dynamic work environment

Free language courses abroad

Free breakfast on Mondays

Discounts on medical insurance

Unlimited tea and coffee

Formación

• Successful previous team management experience.
• Background in Customer Service or Admissions in travel or education.
• Able to handle high-volume, complex communications.

Responsabilidades

• Lead and motivate Customer Center teams to improve performance.
• Ensure adherence to service procedures and KPI metrics.
• Manage customer complaints and escalate as needed.
• Recruit, train, and monitor team performance.

Conocimientos

Team management

Customer Service background

Salesforce knowledge

Fluent English

Organisational skills

Complaint handling

Communication skills

Sales orientation

Herramientas

Salesforce

Microsoft Office

CLASS

Descripción del empleo

A leading language education company in Barcelona seeks a Customer Center Team Leader to enhance the customer experience by leading a dedicated team. Responsibilities include managing team operations, handling escalations, recruiting, training, and ensuring quality service standards. The ideal candidate should have proven experience in team management, customer service, and relevant software proficiency. This position offers a hybrid working model and a full-time contract.