The Customer Service department provides high-quality advisory services to our customers in the Benelux. The team of multidisciplinary consultants acts as the direct point of contact for customers, answers complex questions, proactively thinks along about suitable solutions and processes customer orders. By using Microsoft Dynamics and the Genesys telephone system, it is clear to everyone who has supported which customer and when. This strengthens collaboration within our organization and ensures that customers receive personal and consistent DKV experience. Customer satisfaction, measured through NPS, and the speed and quality of our customer communication are the key KPIs for this department.
Customer Service is a customer-focused, KPI-driven department where, as Team Lead, you are expected to stay close to the team and actively contribute as a hands-on working supervisor. On the one hand, you ensure the availability and development of your team members; on the other, you safeguard the quality of customer interactions. This can create a balancing act: the average response time to emails must remain high, while the quality of advice, and therefore the NPS, requires careful attention. We expect you to be able to assess what needs priority at any given moment and to guide your team accordingly.
As Team Lead, you contribute to the continuous improvement of DKV processes and the services provided by our consultants. You do this together with your direct colleagues and the Team Manager Customer, to whom you report in this role.
Your responsibilities will include
- You work closely with the Team Lead Finance in the Benelux.
Together, you ensure the best possible service through excellent collaboration between the various back-office teams.
- You know what is going on within your team. You recognize talent, motivate your team and create a positive working atmosphere.
You radiate trust and calm: you are the person employees come to when something is on their mind.
- You actively manage KPIs such as NPS and average email response time, and you use dashboards to encourage the team to achieve these goals.
- Together with the team, you monitor order processing and ensure timely and accurate handling. You actively manage lead times and identify bottlenecks in the process.
- You identify opportunities to deepen customer relationships and work with the team to proactively advise customers on relevant products and services.
- You have knowledge and experience in process optimization, or you are willing to develop yourself in this area.
- You put the customer first and strive every day to achieve the highest possible level of customer satisfaction.
