Customer Contact Lead a.i.

Over onze klant

Our client is based in Rotterdam and their focus is in the Transport and Rail industry.

Functie

In this role as Customer Contact Lead a.i. you will focus on:

• Manages the central info mailbox where all questions and complaints are received.
• Initiates and drives continuous improvement within the department.
• Supports the professional growth of team members.
• Leads the team with a coaching, supportive approach.
• Performs data analyses and shares actionable insights with the team.
• Provides operational teams with relevant data to support better decision-making.
• Designs, implements, and optimizes efficient work processes and team structures.
• Adjusts workflows as needed to maintain operational efficiency.
• Coordinates staffing and task allocation within the customer contact team.
• Defines KPIs and monitors team performance (e.g., call volumes, complaint handling, response actions).
• Develops and rolls out training and development programs, including personal KPIs.
• Facilitates team meetings and ensures transparent internal communication.
• Ensures clear and timely communication through platforms such as SharePoint and daily reports.

Profiel

For this role as Customer Contact Lead a.i. you have 1-3 years of professional experience and you are looking for a new opportunity to take the next step in your career.

Requirements:

• Customer Orientation: You focus on meeting the expectations of both end users and clients. You communicate in a helpful, friendly, and solution-focused way.
• Team Collaboration: You work effectively with others, contribute to collective goals, and support colleagues when needed.
• Adaptability to Change: You embrace and help implement improvements and changes.
• Quality Focus: You aim for high standards and consistently seek ways to enhance your work.
• Communication: You communicate openly and clearly, listen actively, and tailor your message to your audience.
• Initiative: You identify opportunities and challenges early and proactively suggest solutions.
• Results-Driven: You work purposefully, even in pressure situations, and aim for efficient, practical outcomes.
• Leadership: You guide team members toward results, leverage their strengths, and encourage them to see beyond their core tasks.
• Language proficiency: fluent in Dutch and English

• Start date: ASAP
• Full time assignment (40h per week - part time is also possible)
• Contract until the end of June 2025
• Hybrid working

For more information, please reach out to Rebecca Faitanini at +31(0)633002005