ABOUT THE ROLE AND OUR TEAM: At The Knot Worldwide, we are looking for a dynamic and experienced Customer Care Team Lead to join our Sales team, focusing on the Spanish & Portuguese markets.
The ideal candidate will have a proven track record in B2B customer service, strong leadership capabilities, excellent listening skills, and the ability to understand and meet customer needs, while also demonstrating outstanding interpersonal skills.
RESPONSIBILITIES:
* Oversee the daily management of a B2B customer service team within the commercial department.
* Drive team productivity and ensure key performance indicators (KPIs) are met.
* Provide support and guidance to team members on day-to-day issues and quickly address operational queries.
* Coach team members by monitoring call performance, providing personalised feedback, and creating development plans to support succession planning within the team.
* Foster a results-oriented team culture by suggesting ongoing team incentives, organising contests, and leading social initiatives (e.g., team-building activities, weekly motivation meetings, celebrating successes, etc.).
* Manage B2B clients by providing post-sales support, enhancing client retention, offering quality personalised attention, and handling customer retention strategies.
* Respond to client inquiries via phone and email, delivering excellent service.
* Oversee additional products purchased by clients and manage their satisfaction.
* Collaborate with other departments to resolve customer-related issues efficiently.
SUCCESSFUL CANDIDATES HAVE:
* You are based in Barcelona.
* You have at least 4 years of experience in customer service, with at least 1 year of team management experience (preferably with B2B clients).
* Excellent communication skills.
* Strong organisational, detail-oriented, and problem-solving abilities.
* Ability to work effectively in multicultural, structured, and dynamic environments.
* Professional fluent in English and Spanish. Fluent in Portuguese is a plus but not required.
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