Customer Service Team Lead H/F - SONOCO - Nantes

Job Title: Customer Service Team Lead
Location: Nantes

What you'll be doing:

- Address and resolve customer questions and concerns via phone, email, and chat.
- Manage and resolve escalated customer issues with professionalism and efficiency.
- Mentor and support junior customer service representatives, offering advice and assistance as needed.
- Accurately document customer interactions and transactions in the company's CRM system.
- Work closely with other departments to ensure a seamless customer experience.
- Analyze customer feedback and identify trends to improve service quality and customer satisfaction.
- Keep up-to-date with product knowledge, company policies, and industry best practices.

Additional Responsibilities as Assigned.

We'd love to hear from you if:

- Prefer Bachelor's degree in a related field is preferred but not required.
- Minimum of 3-5 years in a customer service role, with at least 1-2 years in a senior or supervisory position.
- Excellent verbal and written communication skills.
- Strong analytical and problem-solving abilities.
- Demonstrated commitment to providing outstanding customer service.
- Proficiency in using CRM software and other customer service tools.
- Ability to work effectively in a team environment and collaborate with colleagues.
- Flexibility to adapt to changing priorities and handle multiple tasks simultaneously.