Job Description
At arenaflex, we're on a mission to revolutionize the way families connect and engage with each other through our innovative digital platform. With millions of users worldwide, we're committed to delivering exceptional customer experiences that exceed our users' expectations. As a key member of our team, the Customer Service Team Lead will play a vital role in driving customer satisfaction, loyalty, and retention. Join arenaflex's Dynamic Team As a seasoned customer service professional, you'll have the opportunity to lead a remote team of customer service representatives, develop and implement customer service policies, and collaborate with other departments to improve the overall customer experience.
If you're passionate about delivering exceptional customer service, have a strong leadership background, and are fluent in multiple languages, we want to hear from you! Responsibilities As a Customer Service Team Lead at arenaflex, you'll be responsible for: * Managing a remote team of customer service representatives, ensuring they provide exceptional customer service and meet performance targets. * Developing and implementing customer service policies and procedures to drive high customer satisfaction and loyalty.
* Monitoring and analyzing customer service metrics to identify areas for improvement and optimize team performance. * Training and coaching the customer service team to enhance their skills and performance, ensuring they're equipped to handle complex customer issues. * Handling escalated customer service issues, resolving them in a timely and effective manner, and ensuring customer satisfaction. * Collaborating with other departments, such as product and marketing, to improve the overall customer experience and drive business growth.
* Maintaining up-to-date knowledge of arenaflex's products and services, staying informed about industry trends and best practices. Requirements To succeed as a Customer Service Team Lead at arenaflex, you'll need: * A college degree in a relevant field, such as business, communications, or customer service. * 2-5 years of experience in customer service, with a proven track record of leading high-performing teams. * Fluency in English, with proficiency in French, Spanish, or Italian a plus. * Bonus languages: 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, with the ability to build strong relationships with team members, customers, and stakeholders. * Strong leadership and management skills, with the ability to motivate and inspire team members to achieve exceptional results. * Ability to work independently, manage multiple tasks simultaneously, and prioritize tasks effectively. Conditions As a Customer Service Team Lead at arenaflex, you can expect: * A start date as soon as possible, with a flexible schedule to accommodate your needs.
* A contract duration of January 31st, 2025, with the possibility of renewal. * Variable hours per week, depending on ticket volume and team needs: + From February 1 to June 30: up to 20 hours per week. + 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 the possibility of overtime hours and occasional nights and weekends. * Must be available from December 21st to December 25th (no holidays planned). * Remote work arrangement, with a requirement to be close to Montreal's Canada time zone.
* High-speed internet connection, which will be tested during the recruitment process. Why Join arenaflex? At arenaflex, we offer a dynamic and supportive work environment, with opportunities for career growth and professional development. As a Customer Service Team Lead, you'll have the chance to: * Work with a talented team of professionals who share your passion for delivering exceptional customer experiences. * Develop and implement customer service policies and procedures that drive business growth and customer satisfaction.
* Collaborate with other departments to improve the overall customer experience and drive business success. * Enjoy a flexible schedule and remote work arrangement, with opportunities for career growth and professional development. If you're a motivated and experienced customer service professional looking for a new challenge, we want to hear from you! Please apply including your resume and a cover letter, to. We can't wait to hear from you and explore how you can join our dynamic team at arenaflex!