Norwegian Language Customer Experience Lead
2 days ago
Job Title: Norwegian Language Customer Experience Lead
Company Overview: Euro London Appointments is a specialist recruitment agency serving the automotive industry.
Job Description:
We are seeking an experienced bilingual professional to lead our Customer Experience team. The ideal candidate will have fluency in Norwegian and English, a strong background in customer service, and excellent leadership skills.
Key Responsibilities:
- Supervise and Support the Team: Lead, mentor, and coach a team of Customer Experience Specialists, ensuring high standards of service and productivity are met.
- Drive Continuous Improvement: Analyze customer feedback, call trends, and performance data to identify areas for process improvements and provide actionable recommendations.
- Handle Escalated Calls: Support the team in resolving complex customer issues by offering guidance and stepping in to handle escalated calls when necessary.
- Ensure Service Excellence: Monitor and maintain service levels, ensuring that all operational goals and SLAs are met or exceeded.
- Collaboration: Work closely with key internal teams to ensure smooth operations and implement system enhancements.
- Recruitment & Onboarding: Help interview, onboard, and ensure a positive employee experience for new hires.
What You Bring to the Role:
- Fluency in Norwegian and English: You'll need to be fluent in both languages (C1/C2 level) with strong verbal and written communication skills.
- Experience in Contact Centers: A solid background in customer service, ideally with experience in managing teams of agents in a contact or call center environment.
- Leadership Skills: Proven ability to lead, motivate, and coach teams to improve performance and drive customer satisfaction.
- Problem-Solving & Time Management: Strong multitasking, organizational, and planning skills, with the ability to adapt in a fast-paced environment.
- People Skills: Excellent interpersonal skills to collaborate with internal teams and interact with management at all levels.
Salary: £45,000 - £60,000 per annum, depending on experience.
Benefits: Competitive salary, comprehensive benefits package, and opportunities for career growth and development.
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