Responsibilities
As Customer Service Team Leader, your role will be to:

• Lead, supervise, and motivate a team of customer service representatives to achieve key performance indicators and service level agreements.
• Provide ongoing coaching and development to team members to enhance their customer service skills and know-how.
• Monitor and assess team performance through regular one-on-one meetings, performance reviews, and feedback sessions.
• Guaranteeing the continuity of the organization through a balanced distribution of the workload, an effective backup system (procedures, distribution of tasks and portfolios, etc.) and ongoing analysis of specific events within the team.
• Identify areas for process improvements within customer service operations and collaborate with other departments to implement changes.
• Serve as the primary point of contact for clients after the sale and guide them throughout their customer journey.
• Monitor the day-to-day production of the customers in your portfolio and be responsible for all related administrative tasks.
• Address and resolve customer issues in a timely and effective manner, coordinating with internal teams as needed.
• Handle complaints and propose solutions to meet their needs.
• Proactively engage with clients to understand their evolving needs and propose value-added solutions or service upgrades.
• Foster long-term relationships with clients to enhance loyalty and maximize the value of each account.
• Ensure the correct application of contracts and monitor budgets in collaboration with the sales team.

Profile
As Customer Service Team Leader, you have:

• Customer service experience in a multi-channel customer service environment.
• People management skills with focus on active listening, empathy, mentoring & coaching.
• Knowledge of customer relationship management (CRM) tools and software.
• Knowledge of speos customer service products, processes and tools.
• Knowledge of internal procedures, standards and quality systems.
• Capacity to mobilize energy.
• Organizational and planning skills.

And you also are

• Quality, solution, customer and cost oriented.
• Able to manage multiple priorities.
• A strong communicator (oral and written).

Our offer
A competitive salary package – Your salary comes with extra-legal benefits, such as profit sharing, group and hospitalization insurance and meal vouchers.
Lots of autonomy and flexibility for direct impact on the growth of speos.
A stimulating and evolving role with many challenges, opportunities, and innovative projects.
A dynamic team in a family company culture!
A unique atmosphere, collegiality, and conviviality.
You will join us in a diverse team of highly talented colleagues, where there is room for ideas, initiative and professional development.
Why speos?
speos is an innovative, leading Belgian company that develops solutions designed to empower companies with optimized and secure administrative and financial processes. We manage all aspects of your outbound document workflow, from document generation to distribution across print and digital channels.
The ultimazte goal of speos is to ensure the success of our customers’ administrative and financial processes. This allows them to concentrate all their efforts on their core business.
speos’ strategy and its position as a subsidiary of the bpost group since 2001 make us the #1 reference in our field of expertise in Belgium. We owe this recognition to our ambitious management, state-of-the-art technological know-how and proven customer service.