Team Lead (Danish + Chinese)

The Lemon Consulting; Barcelona; Presencial; EUR 45.000 - 65.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Excellent remuneration package

Great office location in Barcelona

Full paid training about the company

Career development program

Guidance and tools to reach career潜

Descripción de la vacante

The Lemon Consulting in Barcelona, Spain is seeking a Team Lead to lead, support and develop a customer and consumer service team on-site. You will foster a positive, collaborative environment and drive engagement with service objectives to meet deadlines and SLAs.

You will monitor team productivity, analyze performance metrics, and collaborate with Quality and senior staff to improve service quality and customer satisfaction. Strong leadership and data-driven decision-making are essential.

Formación

• Native or near-native Danish proficiency.
• Fluent in English and Chinese.
• Demonstrable experience managing customer service teams.
• Experience with customer service processes, tools and best practices.
• Ability to analyse performance indicators and use data for decision-making.
• Good knowledge of MS Office and Excel for tracking and reporting.
• Knowledge of Salesforce or other CRM tools.
• Excellent communication and feedback delivery.
• Strong people management and motivation skills.
• Ability to manage priorities and adapt to change.

Responsabilidades

• Lead, support and develop a team of customer and consumer service representatives.
• Foster a collaborative, positive and results-oriented working environment.
• Motivate the team and promote engagement with service objectives.
• Supervise case management, ensuring prioritisation, workload distribution and deadlines.
• Monitor daily team productivity, KPIs, adherence and SLA compliance.
• Analyse team performance to identify improvements and priorities.
• Collaborate to improve service quality, productivity and customer satisfaction.
• Participate in client meetings and communicate information to the team.
• Identify training needs and organise sessions to reinforce knowledge and best practices.
• Gather team feedback on processes and improvement opportunities.
• Support preparation and follow-up of performance, incidents and customer feedback reports.
• Ensure compliance with policies and regulations.

Conocimientos

Danish (native/near-native)

English (fluent)

Chinese (fluent)

People management

Team leadership

Performance analysis

Client meetings

Prior CS team management

CRM familiarity

Herramientas

Microsoft Office

Excel

Salesforce / CRM tools

Descripción del empleo

• Lead, support and develop a team of customer and consumer service representatives
• Foster a collaborative, positive and results-oriented working environment
• Motivate the team and promote engagement with service objectives
• Supervise case management, ensuring effective prioritisation, workload distribution and adherence to deadlines
• Monitor daily team productivity, KPIs, adherence and SLA compliance
• Analyse team performance metrics to identify improvement opportunities and determine operational priorities
• Collaborate with the Quality Manager, N2 and Senior Supervisor to improve service quality, productivity and consumer satisfaction
• Participate in client meetings and communicate relevant information to the team
• Identify training needs and support the organisation of sessions to reinforce knowledge and best practices
• Gather team feedback on processes, operational needs and improvement opportunities
• Support the preparation and follow-up of reports covering performance, incidents and customer feedback
• Ensure compliance with company policies and applicable project regulations

Position: Team Lead

Location: Barcelona, Spain

Model: 100% On-site

Employment type: full-time

DUTIES AND RESPONSIBILITIES:

• Lead, support and develop a team of customer and consumer service representatives
• Foster a collaborative, positive and results-oriented working environment
• Motivate the team and promote engagement with service objectives
• Supervise case management, ensuring effective prioritisation, workload distribution and adherence to deadlines
• Monitor daily team productivity, KPIs, adherence and SLA compliance
• Analyse team performance metrics to identify improvement opportunities and determine operational priorities
• Collaborate with the Quality Manager, N2 and Senior Supervisor to improve service quality, productivity and consumer satisfaction
• Participate in client meetings and communicate relevant information to the team
• Identify training needs and support the organisation of sessions to reinforce knowledge and best practices
• Gather team feedback on processes, operational needs and improvement opportunitiesSupport the preparation and follow-up of reports covering performance, incidents and customer feedback
• Ensure compliance with company policies and applicable project regulations

REQUIREMENTS:

• Native or near-native level of Danish
• Fluent in English and Chinese
• Demonstrable previous experience managing customer service teams
• Experience working with customer service processes, tools and best practices
• Ability to analyse performance indicators and use data to support decision-making
• Good knowledge of Microsoft Office and Excel for tracking, analysis and reporting
• Knowledge of Salesforce or other CRM tools
• Excellent communication skills and the ability to deliver clear and constructive feedback
• Strong people management and team motivation skills
• Ability to manage priorities, make decisions and adapt to change

BENEFITS:

• Excellent remuneration package based on experience, skills and performance
• Great office location in Barcelona
• Full paid training about the company and the project you will be working on
• Career development program and specialized courses
• Guidance and tools to reach career potential.