Descripción de la oferta
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.
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