Job description:
Cluster is a young company with a big ambition. Why do we say that? We started with three employees in 2020, and today we have more than 300 employees spread across our four offices in Lisbon. We are now expanding our operations to Barcelona and building a team to support European markets in different countries such as Italy, Denmark, Sweden, Germany, Spain, France, Belgium, Switzerland, the Netherlands, and Portugal, where we are headquartered. More than a company, Cluster aims to grow with the main objective of creating growth opportunities for its team members. Without our team members, this would not be possible.
Since we started small and worked very closely with each other, we intend to maintain this mentality and share it with our incoming team members. At Cluster, you are not considered just one more, but an important team member who adds value and contributes to the overall growth, including your own. We are looking for dynamic and passionate individuals, fluent in different languages, to join our team, provide an amazing experience for all our clients and ensure a positive workplace environment.
Job Summary:
We are looking for a dedicated and motivated Lead for our Dutch market team. The Supervisor will be responsible for overseeing a team of customer service representatives who provide support to our German-speaking customers. Fluency in German is essential for this role, and proficiency in an additional language is a significant advantage.
KEY RESPONSABILITIES:
Team Leadership:

• Lead, inspire, and develop a team of customer service representatives.
• Establish clear performance expectations and provide ongoing coaching and feedback.
• Ensure the team meets or exceeds customer service goals and KPIs.

Customer Support:

• Handle escalated customer inquiries and complex issues in Dutch.
• Monitor team performance to maintain high-quality customer interactions.
• Collaborate with team members to effectively address customer concerns.

Training and Development:

• Conduct training sessions to enhance product knowledge and customer service skills.
• Identify areas for skills improvement and implement training programs as necessary.

Reporting and Analytics:

• Monitor and analyze team performance metrics.
• Prepare regular reports on team performance and recommend improvement.

Language Skills:

• Fluency in Dutch is essential.
• Proficiency in an additional language is a significant advantage.

WHAT WE EXPECT FROM YOU?

• Bachelor's degree or equivalent work experience.
• Proven experience in a supervisory or leadership role in a customer service environment.
• Strong interpersonal and communication skills.
• Exceptional problem-solving and decision-making abilities.
• Ability to thrive in a fast-paced, dynamic work environment.
• Fluency in Dutch is required, and knowledge of an additional language is a strong asset.
• English Language: C1 fluent level.

WHAT CAN YOU EXPECT FROM US?

• Fully paid onboarding period (one month), after successfully completing the training.
• Professional career progression and support throughout your career development.
• A multicultural and diverse environment with an excellent working environment.
• Team building activities organized by Cluster and/or its team members.
• Competitive salary package for entry level (includes transportation allowance and work from home allowance, if applicable).
• All necessary equipment will be provided by the company.
• Private medical insurance will be provided (after successful completion of probationary period).
• Location: Lisbon
• Type of contract: Non-Fixed Term Employment Contract (permanent contract).
• Start date: Ongoing recruitment.
• Job Type: Full Time

Tipo de oferta: Integral/Full-time
Pagamento: 1 000,00€ - 1 500,00€ por mês
Benefícios:

• Seguro saúde
• Subsídio de transporte

Horário de trabalho:

• De segunda à sexta-feira
• Período diário
• Turno de 8 horas

Remuneração suplementar:

• Subsídio de Natal

Requisito de idioma flexível:

• Português Não Necessário

Experiência:

• Supervisor: 1 ano (Preferencial)

Idioma:

• Português e Ingles (Obrigatório)