Customer Services Team Leader (French or Dutch speaking)

Competitive Salary + Excellent Benefits
13 Oct 2016
13 Nov 2016
Bio-Rad .

Hays are excited to be working in partnership with Bio-Rad, since 1952 Bio-Rad laboratories have been advancing scientific discovery by manufacturing and distributing a broad range of products for the life sciences, research and clinical diagnostics market. Due to experiencing significant growth they are opening a new Shared Service Centre in Watford next to Watford Junction in January 2017.

The Customer Advocate Team Leader will be responsible for managing a team of advocates ensuring we drive customer loyalty and provide the best customer experience at every touch-point. You will manage: 

  • Customer advocate team- front line customer support who will triage calls according to type of enquiry
  • Tender support- providing high quality and timely tenders ensuring engagement with sales and other functions is managed appropriately
The Customer Advocate Team Leader will be Managing Individuals 

• To lead and motivate your team to ensure team objectives are achieved for service and sales within the Customer Service environment.

• Ongoing training and coaching to continually improve the efficiency of the processes and the quality of service delivered to all customers

• To effectively manage a team of up to 15 CARs (Customer Advocate Representative) including all associated administration tasks 

• To support CARs through coaching, side-by-sides and call listening and identify and provide relevant training and support to lever individual agent's capability

• Helping team members with new systems and processes

• To pro-actively manage all team management related issues

• Advises Line manager on key issues, trends, customer expectations 

• Reviews monthly customer satisfaction survey results with each CSR, comparing the individual results to the overall department results.

• Ensuring the team members have up to date and accurate information regarding products, stocks and any other information required to enable them to respond effectively

• Provision of reports and statistical information on order status and any other information as required along analysing other data on customer service levels being provided

Managing Business Processes:

• To perform all tasks following company policy and procedures, including legal and regulatory requirements

• To embrace all prescribed company standards and to monitor and act upon team performance to ensure adherence to required standards 

• To ensure your team works effectively together to achieve or exceed set operational targets and Service Level Agreements (SLAs) 

• Liaising with Resource Planning to ensure calls are answered within agreed SLA's.

• To actively analyse data to ensure effective decisions are made and that customer satisfaction is being achieved through effective case resolution and experience.

• Ensuring the Customer Processes and Procedures are regularly reviewed and updated 

• Liaising with internal departments and being able influence others Managing the Customer Relationship

• Manages and monitors the resolution of more complex escalated enquiries from external and internal customers 

• To actively coach staff to improve their capability to handle complaints to reduce the number of cases requiring escalation 

To achieve this, you will have:

  • Multi-lingual - European (Dutch and/or French) languages is desired but not essential
  • Previous experience of leading a team of Customer Service representatives, with a proven track record of achieving and exceeding targets
  • Experience in motivating others to meet or exceed the demands established by the customers and business alike.
  • A proven track record of being able to react to escalating issues in a quick and effective manner
  • Excellent interpersonal, organizational and communication skills
  • Strong listening skills and verbal and written communication
  • Technology savvy and have proficiency with Microsoft applications and Excel
  • Confident and patient individual with a "can do" attitude
  • Ability to communicate and negotiate effectively both in writing and verbally at all levels.
  • A resilient and creative approach to dealing with difficult customer enquiries and complaints.
  • Knowledge of SFDC and SAP desired