Teamlead Customer Service – New Markets (Fluent German and English)

Location

Diemen (Amsterdam, NL)

Department

Customer Management

Date

31 July 2020

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Wanted: Teamlead Customer Service – New Markets excited to shape the future of mobility!

 

Our drive

We love cities. And we’re doing something to make our cities healthier, cleaner and more liveable. How? By providing parking solutions that are simple, quick and effortless. Today, PARK NOW is the world’s leading provider of on-demand mobile payments for on- and off-street parking. We make life easier for more than 17,000,000 drivers in over 700 cities in Europe.

 

About the role

The Team Lead Customer Service (CS) is the first go to for customer service agents when it comes to operational management and support (in difficult cases), has the complete CS product knowledge and sees to the quality of the service we deliver to our customers. 

You will report to the Country Head of Customer Service. You will liaise with colleagues from different departments, for e.g. tech, finance, marketing, product management to make sure the customer voice is being heard within our company, and operational issues are being followed up.

With PARK NOW, you have the opportunity to work in a professional and powerful team significantly shaping the future of mobility and parking as a service. Our team consists of highly motivated and open-minded people, self-driven and with a great team spirit.

The size of the team will be 3 agents, reporting to him/her. Roughly, this falls into 3 streams of work:

 

Your Responsibilities

Day to day management:

  • Support agents in complex queries and complaints
  • Helping your team with responding to customer inquires
  • Be hands on with resolving tickets
  • Work closely together with other departments such as service operation, finance and marketing to resolve technical issues

SLA – & quality management:

  • Document procedures
  • Reports on KPI’s
  • Addresses quality and process improvement ideas to Head of Customer Service
  • Liaises with colleagues of other departments
  • Supports in (new) tool implementation

People management:

  • Development of customer service agents by training, coaching and mentoring
  • Actively gives feedback to agents on quality and process performance in feedback sessions.
  • Contributes to hiring new agents by job interviews, advising

 

Requirements

  • Customer facing job environment 1-2 years
  • You are a senior customer service agent /or you had first experiences in a team lead position
  • Native German and fluent English; French is a plus
  • Empathetic skills: knowing how to motivate others to perform better
  • Have organizational skills: capable of prioritizing (under pressure)
  • Creative in finding solutions
  • Be proactive, highly organized and have a “can do” mentality with an eye for detail
  • Analytical skills: analysing tickets / KPI’s

 

Our offer

Want to be part of a dynamic fast-growing scale-up and global, urban mobility leader? Yes! Want to make an impact? Yes!  

We offer a lot of autonomy and room to develop your talents. We know our people are at their best when they enjoy a good work-life balance, which we fully support. You can expect great employment benefits, including a mobility plan, weekly bootcamps, monthly massages, lunch, Friday beers and snacks, daily fresh fruit, fun team events and much more!

 

“I greatly enjoyed working with this team and found that I had no trouble forming a bond with each one of them. There’s a great team waiting for you!” -Melanie, current Teamlead

 

PARK NOW. We are driven to improve. Come join the ride!  

Apply now 

 

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