Swedish Team Leader – Amsterdam

Reference: MAAM

About Amsterdam

Amsterdam is one of the largest cities in Europe. Its beautiful canals, unique architecture, and vibrant nightlife are well-known and continuously attract many visitors each year. As Amsterdam is known as the city of canals, it has become the most popular choice for people to visit the city by cruise.

*For this position, you must have an EU passport*

Click here to read more about moving to the Netherlands.

We Offer

• Relocation package (flight, pickup from airport and accommodation)
• Group activities.
• Full work-from-home model (office located next to Amsterdam Sloterdijk train station).
• Dynamic work environment.
• Contributions to your health insurance and pension.
• Training and education.

About the Company

The client is an international service company specializing in customer experience and business process outsourcing, with over 50.000 employees.

The job

In customer support you will be responding to and resolving customer inquiries through chat and mails. Your daily work will include tasks like these:

• Resolve customer queries via live chat and email
• Responsible for overseeing and supervising a team of agents to achieve and exceed both team and individual KPIs
• Monitor and manage agent attendance, performance and productivity and take appropriate action in cases of underperformance
• Provide effective coaching and feedback to agents to improve performance in the service provided to customers; Facilitate team meetings to address ongoing trends, issues, training needs and team engagement
• Accurately diagnose, report, solve and log problems and their resolutions to demonstrate action plan progression
• Perform additional tasks as the business requires

Your qualifications

💭 You speak and write Swedish at a native level and you are fluent in English (B2).

🎓 Experience and proven success with building, leading, and motivating a team and demonstrated history of unwavering judgement; Experience in performance management and call monitoring.

💻 You have a good understanding and level of computer handling skills, and basic understanding of computer and home networking terminology (operating systems, browsers, routers, modems, etc.)

💪🏻 Excellent problem solving skills with extraordinary interpersonal relationship building skills. Good at inspiring and motivating people around you; you love coaching and developing people to enable their growth.

🥇 Ability to manage multiple, competing priorities, duties and tasks, and you have excellent communication skills and can express your thoughts clearly and concisely. Ability to adapt, motivate and drive a team through change management processes

If you have any questions about the position, please feel free to send an email to info@jobsqd.com. Our recruiters are ready to help answering any question you may have!