Cluster is a young and dynamic company that is driven by a bold ambition. Our journey began in 2020 with just two employees, but today, we are proud to have a team of over 400 professionals and to operate in Lisbon and in Barcelona and have built a team to support European markets in various countries such as Italy, Denmark, Sweden, Germany, Spain, France, Belgium, Switzerland, the Netherlands, and our home base, Portugal.
Our focus is not only on growth, but also on creating opportunities for our team members to grow and succeed. We firmly believe that our team is the backbone of our success, and without them, we would not be where we are today. Our close-knit team has always been an integral part of our company's DNA, and we aim to maintain this spirit even as we continue to grow and welcome new members to our team.
At Cluster, you are not just another employee - you are a valuable team member who plays a vital role in our collective success. We are committed to supporting and empowering our team members to achieve their full potential and contribute to our company's growth, as well as their own personal and professional development.
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 Dutch-speaking customers. Fluency in Dutch is essential for this role, and proficiency in an additional language is a significant advantage.
Key Responsibilities:
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 improvements.
Language Skills:
• Fluency in Dutch is essential.
• Proficiency in an additional language is a significant advantage.
Requirements:
• 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.
How to Apply:
If you are a dynamic leader with strong communication skills and a commitment to providing top-notch customer service in the Dutch market, please submit your resume and a cover letter outlining your relevant experience and language skills to jobs@clusterosl.com.