Team Lead Customer Experience Center

We are looking for a  team lead Customer experience center, who will guide our Customer Experience Team to a next level. As Customer Experience Team lead, you are part of the Destiny support department. Your most important role is leading and motivating your team to ensure they're giving the best customer service possible. You'll also be expected to know Destiny’s products and policies inside out and be able to communicate about it with all colleagues of Destiny.

Image
Meeting

What will you do?

  • You will lead daily operations of the Destiny Customer Experience center but will also manage processes and service improvements to drive more satisfaction from our customers.
  • You will hire new team members and make sure they are up to speed as soon as possible.
  • You will mentor and develop the existing customer experience center team members and nurture an environment where they can excel through encouragement and empowerment.
  • You are able to operate at a personal customer level, tailored to each specific situation, rather than just providing a generic, scripted response and solution.
  • You will make sure that your team and Destiny support is visible: make the success stories popular internally and externally via our (social media) platforms.
  • You will capture customer feedback from your team, and use it to optimize the daily working of your team and Destiny as a whole.
  • You will work in close collaboration with our Operations Manager - whom is your direct manger - and our Customer Excellence Manager to increase the customer experience at Destiny.
  • You will be involved during major incidents and will be responsible of the outage communication to internal and external stakeholders.
  • You will analyse statistics and compile accurate reports in order to monitor the daily workload and improve the way of working.

What do you need?

  • You adore our customers: you go – like everyone else in our company but especially you - above and beyond to make a customer happy. You value communication and so in case of problems or questions, you do that frequently with the involved customers.
  • Effective communication (FR, NL, EN), both verbally and written but also listening skills in order to capture every side of a situation and gather the necessary information to make an effective and timely decision. On top of that, you are not afraid to perform presentations and talk in front of a group of people.
  • Strong people management skills. On a daily basis, you will need to train and develop your team (or discover the needs of training) to ensure that they have the necessary skillset to provide the highest standards of first line technical support and customer service.
  • Experience in reporting and analysis of the performance.
  • Excellent leadership skills: you will need to develop and promote a proactive ‘can do’ culture within your team.
  • Dedication, Commitment and Ownership are your core characteristics. You are an individual with a desire to deliver high quality services to both internal and external customers. You are eager to solve problems first and optimize processes afterwards in order to avoid reoccurrence.
  • At least two years of experience as a team lead.
  • Experience in telecom or IT and/or customer experience is a plus.  
  • Skills with different media channels like email,  phone and social media platforms. 
Image
Vacature formulier

We offer you

  • A challenging new position in a fast-growing scale-up with room for you to improve and grow.
  • An open environment where we empower people and promote initiative-taking and new ideas.
  • A competitive salary, including legal benefits, a company car with fuel card and flexible working hours .
  • A growth path based on your own talents
  • An exciting atmosphere with a good pat on the back once in a while… as it should be!
  • Our CORE values distinguish us from other employers:
    • Commitment: we go for it together and strive for a long-term relationship.
    • Ownership: taking and accepting responsibilities.
    • Respect: every person is different, and we let everyone be themselves.
    • Empowerment: we offer you all the help, support and tools you can think of.

Didn't find what you were looking for?

Just send us your unsolicited application.

Unsolicited application