Customer Support Supervisor

Do you have high level of organization skills in providing innovative solutions and exceeding customer expectations? Then we are looking for you.

The company

They help their clients grow by streamlining B2B payments through a combination of innovative technology, service expertise, and working capital to improve their customer's experience and free up funding for growth. They facilitate $6 billion in transactions per year in 18 currencies for customers in more than 27 countries. They specialize in payment and credit management for B2B companies across the globe, setting the stage for the future of omni-channel B2B payments by extending terms, handling invoicing and managing collections. They take care of our clients by taking care of their customers

The role

We are looking for a full time permanent Customer Support Supervisor who speaks fluent Dutch or French. The Customer Support Supervisor is a seasoned leader working with internal teams along with external clients, merchants and customers to maximize program participation while excelling at professional communication, productivity, problem solving, team leadership, innovation and strategic initiatives. In addition to this, the role will ensure a mindset of continuous improvement (i.e. processes, procedures, team and individual development) with the express intent of driving world class service for the organization.

Principal Duties and Responsibilities:

• Ensure that an extraordinary customer experience is provided on every interaction with both internal and external customers.
• Promote a culture of continuous improvement by studying, evaluating, re-designing and documenting processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes.
• Oversee incoming and outgoing communications to ensure timely, accurate and professional responses.
• Set, monitor and frequently review team goals and metrics.
• Meet regularly with each team member to review metrics, provide feedback and coaching, and address concerns.
• Recognize potential system defects and escalate internally when appropriate.
• Handle escalated situations and act urgently when necessary.
• Foster the growth and effective operation of the team by coordinating and scheduling appropriate training sessions, and developing training documentation.
• Manage client relationships by providing top level support.
• Energize and motivate the team through strong leadership, clear communication and by setting a positive and professional example
• Performs other general duties as assigned.

You bring this

• Minimum of 4 years' experience supervising Customer Service personnel in a call center environment.
• Fluency in Dutch or French spoken and written. You need to speak one of the two languages Dutch or French. Both would be a big plus.
• English is used for internal communication.
• Excellent interpersonal skills and ability to motivate the team and create a supportive working relationship.
• Excellent professional verbal and written communication skills.
• Detailed oriented; strong organizational skills.
• Strong critical thinking and analytical skills.
• Independent decision-making and delegation experience.
• Advanced computer skills, especially in Microsoft Word & Excel.
• Experience with Service Cloud is a plus.
• Ability to identify the root cause of a problem and develop solutions to mitigate.
• Interdepartmental and customer relationship skills.
• Work schedule flexibility, at least 3 days In Office.

Offer

• Salary is €3750-€4400 gross based on 40 hours including 8% holiday pay .
• Bonus 10%.
• NS Business Card.
• 26 vacation days annually at full-time employment.
• Pension plan with Nationale nederlanden.
• Casual environment and dress.
• Employee referral program.
• Professional, Innovative and highly collaborative team.
• Hybrid work.
• Competitive bonus scheme.
• Days off for volunteer work.
• Fun activities and company outings.
• Fruit at work.

For more information please contact Anna Nasonova at 06 -

Exactpi refnr: 5561