UGROUPMEDIA: Customer Service Team Lead

Full-Time

Job Summary
We are seeking a highly motivated and experienced Customer Service Team Lead to join our team to drive CSX on our seasonal family digital platform that reaches millions of users worldwide.
The ideal candidate will have at least 2- 5 years of experience in leading a customer service team and be fluent in English. Proficiency in French, Spanish, and Italian is a plus. The candidate also has experience with Zendesk and digital family apps, which is a plus.
Responsibilities
  • Manage a remote team of customer service representatives and ensure that they provide exceptional customer service.
  • Develop and implement customer service policies and procedures to ensure high customer satisfaction.
  • Monitor and analyze customer service metrics to identify areas for improvement.
  • Train and coach the customer service team to improve their skills and performance.
  • Handle escalated customer service issues and ensure that they are resolved in a timely and effective manner.
  • Collaborate with other departments to improve the customer experience.
  • Maintain up-to-date knowledge of the company’s products and services.
Requirements
  • College degree in a relevant field
  • 2 to 5 years of experience in customer service.
  • Fluency in English
  • Proficiency in French, Spanish or Italian is a plus
  • Bonus: Dutch, German, Polish, Czech, Swedish , Norwegian , Finnish , Danish, Portuguese , Romanian , Greek, Hungarian, Slovak, Bulgarian
  • Experience with Zendesk and digital family apps is a plus
  • Excellent communication and interpersonal skills
  • Strong leadership and management skills
  • Ability to work independently and manage multiple tasks simultaneously
Conditions
  • Start date: as soon as possible
  • End date : January 31st, 2025, possibility of renewal
  • Hours per week: 
  • From February  1 – June 30 up to 20 hours per week (based on ticket volume)
  • From July 1 to August 31 up to 30 hours per week
  • From September 1 to January 30 Up to 40 hours per week, with a chance for overtime hours and in some cases  nights and weekends (based on ticket volumes and team needs).
  • Must be available from Dec 21st to Dec 25th (no holidays planned)
  • Location: Remote (must be close to Montreal’s Canada time zone)
  • Must have great internet speed (will be tested during the recruitment process)

Source