Customer Service Team Leader

Company Description

BELIANI is an e-commerce retailer with a team of over 700 dedicated employees. We pride ourselves on offering an extensive selection of stylish and affordable home and garden furniture. Operating across 19 European markets, we are built on a solid foundation that inspires us to innovate and think beyond the conventional. Our motto, ‘Delivering Happiness,’ is more than just a slogan — it’s the heart of everything we do.

Role Description

This full-time, on-site role as Customer Service Team Leader at BELIANI involves overseeing daily operations for one market. Key responsibilities include managing CSAT, supporting the team, improving performance through data analysis, and overseeing return and refund processes. The role also includes conducting call and case evaluations, ensuring quality standards, and providing ongoing coaching. Strong communication with customers and internal teams is essential.

Customer Service Team Leader

Your responsibilities

• Managing Agents (on-site and remote), and supporting their performance.

• Delegating tasks, and monitoring daily the quality and effectiveness of team activities.

• Analyzing, settling, and reporting work results.

• Ensuring interdepartmental collaboration.

• Resolving escalated issues and complaints.

Our requirements

• Leadership and Team Management

• Customer Service Experience.

• Excellent analytical, organizational and time management skills.

• Technical proficiency, particularly with Google Workspace

• Fluent in English, both written and spoken

• Hands-On Approach!

Nice to have

• Industry Knowledge (Retail in E-Commerce)

What we offer

• Private medical care

• Sharing the cost of sport activities and trainings

• Flexible working time

• Fruit Days

• Beliani products at discounted prices

• No dress code

• 26 days off

• Additionally, a tailored onboarding process will be provided to the hired candidate to ensure they have the knowledge needed to become fully operational in the role