Bilingual Customer Service Team Lead - FR/EN - Barcelona

Impress; Barcelona; On-site; EUR 30,000 - 45,000; Full time

Benefits offered by this job

Coffee & snacks every morning

New office with gym

International team

Job summary

Impress is seeking an enthusiastic Customer Service Team Leader to oversee booking conversions and ensure high standards of customer care in our Barcelona headquarters.

This role requires strong leadership and interpersonal skills along with proficiency in French and English. You will drive team excellence, create training materials, and manage escalations while fostering a culture of inclusion and diversity. The position is 100% on-site, ideal for local candidates.

Qualifications

• Minimum 1 year of experience leading a team in Customer Service in an international environment.
• Full professional proficiency in French and English.
• Proven interpersonal and writing skills.
• Recognized team spirit and inclusive behavior.

Responsibilities

• Lead booking conversion in assigned markets.
• Ensure high standards of customer care.
• Create team schedules for customer bookings.
• Drive culture of excellence in the team.
• Create training materials and processes.
• Measure customer satisfaction and suggest improvements.
• Manage call volume forecasts.
• Analyze service data with QA.
• Handle customer escalations.
• Coach and develop team members.

Skills

Team leadership

Customer service

Interpersonal skills

Writing skills

Proactive attitude

Job description

Impress is seeking an enthusiastic Customer Service Team Leader to oversee booking conversions and ensure high standards of customer care in our Barcelona headquarters.

This role requires strong leadership and interpersonal skills along with proficiency in French and English. You will drive team excellence, create training materials, and manage escalations while fostering a culture of inclusion and diversity. The position is 100% on-site, ideal for local candidates.