Dutch Customer Service Team Leader - Lisbon

Adecco Recursos Humanos; Lisboa; Presencial; EUR 35 000 - 52 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Meal allowance

Performance bonus

Language bonus

Certified training

Long-term contract

Multicultural environment

Career progression

Resumo da oferta

Adecco Recursos Humanos seeks a Customer Service Team Leader for the Dutch market in Lisbon. You will lead and develop a team of Dutch-speaking representatives delivering service across phone, email, and chat for international brands.

You will monitor performance against KPIs, coach staff, handle escalations, and ensure process quality. The role offers an international environment, training, and a long-term contract.

Qualificações

• Experience as a Team Leader or Supervisor in Customer Service or BPO.
• Native or C2 level Dutch.
• Good English for internal reporting.
• Strong leadership and people skills.

Responsabilidades

• Lead, coach, and motivate a team of Dutch-speaking Customer Service Representatives.
• Monitor and manage performance against KPIs (quality, productivity, CSAT, adherence).
• Provide regular feedback, coaching, and performance reviews.
• Manage escalations related to online purchases, orders, and product inquiries.
• Ensure compliance with processes and quality standards.
• Collaborate with Quality, Training, and WFM teams to drive improvements.
• Support onboarding, training, and development of new hires.
• Act as the main operational contact between agents and management.

Conhecimentos

Leadership

Team coaching

Performance monitoring

Communication

People management

Customer service

Descrição da oferta de emprego

As a Customer Service Team Leader for the Dutch market, you'll be responsible for leading and developing a team of Dutch-speaking Customer Service Representatives supporting international brands. The role ensures excellent customer experience delivery across phone, email, and chat while meeting all performance, quality, and client KPIs.

Key Responsibilities

• Lead, coach, and motivate a team of Dutch-speaking Customer Service Representatives;
• Monitor and manage team performance against KPIs (quality, productivity, CSAT, adherence);
• Provide regular feedback, coaching, and performance reviews;
• Manage customer escalations related to online purchases, orders, and product inquiries;
• Ensure compliance with operational processes and quality standards;
• Collaborate with Quality, Training, and WFM teams to drive continuous improvement;
• Support onboarding, training, and development of new hires;
• Act as the main operational contact between agents and management.

Profile & Requirements

• Previous experience as a Team Leader / Supervisor in a Customer Service or BPO environment;
• Native or C2 level Dutch;
• Good level of English for internal communication and reporting;
• Strong leadership, communication, and people management skills;
• Results-oriented, customer-focused, and proactive approach.

What We Offer

• Competitive salary package;
• Meal allowance;
• Performance and language bonus;
• Certified training and long-term employment contract;
• Multicultural and international work environment;
• Career progression opportunities;