Customer Service Team Lead - French Market

Impress; Barcelona; Presencial; EUR 30.000 - 45.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Coffee & snacks every morning

New office with gym

International team

Descripción de la vacante

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.

Formación

• 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.

Responsabilidades

• 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.

Conocimientos

Team leadership

Customer service

Interpersonal skills

Writing skills

Proactive attitude

Descripción del empleo

We are Impress. We believe everyone deserves a smile they'll love.

We are the largest chain of ortho clinics with fully digital processes. We have revolutionized the invisible orthodontic sector with the best team of professionals specialized in making people smile and using the latest technology for the diagnosis, treatment, and follow-up of all cases.

We are looking for an enthusiastic Customer Service Team Leader

who will be an important part of a hard-working, fast-growing team. This is your opportunity to experience a #1 health-tech scale-up where both your work and your results are highly tangible and matter to the business.

What We Offer

• International team! You will work with people from all over the World, at our Barcelona headquarter in the Eixample district (Barcelona).
• We are an inclusive company.
• Coffee & snacks every morning.
• New and bright office; it also has a gym for employees.
• Work days: Monday to Saturday
• Stable Team Lead (TL): Present on Saturdays
• Regular hours: 09:00 to 18:00

Responsibilities

• Lead booking conversion assigned market/s.
• Ensure the highest standard of customer care is delivered and maintained in all aspects of the booking conversion function, including (but not limited to): inbound and outbound call management, complaints, appeals, and grievances processes.
• Create team schedules that match needs for customer bookings and issues.
• Drive a culture of team excellence, ensuring that the booking conversion team is fully informed, trained, and supported in exceeding expectations.
• Create up-to-date training materials with clear processes and procedures.
• Measure customer satisfaction and design improvement mechanisms as required.
• Ensure call volume forecasts and planning requirements are built to manage peak volume periods to ensure delivery of all KPIs.
• Analyze statistical service data with QA to review metrics and quality results, establish goals/targets, and focus on areas of opportunity and development.
• Handle escalations of customers and patients.
• This position will be responsible for coaching, developing, performance, and up-skill training. Participate in the hiring or termination of staff if required

Requirements

• +1 year of experience leading a team in a similar position within Customer Service working in an international environment.
• Must-have: full professional level: French + English
• You are recognized for your team spirit, your interpersonal and writing skills
• A proactive attitude and inclusive behaviour.

The position is 100% on-site, we’re looking for someone who’s based in Barcelona (or nearby to the city).

At Impress we cultivate a culture of inclusion and diversity. We celebrate our employees' individual strengths, views, and experiences and we encourage all candidates to apply, without regard to race, color, religion, gender identity, sexual orientation, age, national origin, disability, or any other factor.

Our differences enable us to be a better team – one that makes better decisions, drives innovation, and delivers better results.