Team Lead Customer Service

A Day in the Life

As a Team Leader for Customer Service, you will play a vital role in ensuring the success of our customerservice team. This entry-level position offers a fantastic opportunity for individuals who are passionate aboutdelivering outstanding service and are eager to develop their leadership skills.

Responsibilities:

• Assist the customer service team in delivering exceptional service to our clients.
• Provide guidance and support to team members, assisting them with inquiries, escalations, and challenging situations with the support of the customer service supervisor.
• Collaborate with the customer service supervisor to develop and implement training programs for new hires and ongoing skill development for existing team members.
• Monitor the team performance and provide regular feedback to help team members improve and excel in their roles.
• Foster a positive and inclusive team culture, promoting collaboration, communication, and mutual respect.
• Collaborate with other departments to identify areas for improvement and implement solutions to enhance the customer experience.
• Maintain accurate records of customer interactions, feedback, and resolutions.
• Develops strong relationships with key stakeholders (customers, business, HR, SC (Supply Chain), Finance, etc.) and builds an effective network so that targets are effectively and efficiently met.
• Monitors KPI (Key Performance Indicator) dashboard, reviews performance vs goal and budget and takes corrective actions in case of deviations.
• Ensures formal governance compliance and company work ethic culture is in place by respecting / adhering to all policies and procedures and proactively “lives” them.
• To improve process efficiency act as Key User, bring in ideas and shares new processes within Customer Service. Supports and addresses in case of SAP problems i.e., open and follow up tickets. Proactively performs SAP Test Scenarios.
• Creates, revises, and keeps procedures and work instructions up to date with other departments to sustain process stability and standardization.

Our commitment to allow you to develop and perform the responsibilities as Team leader

• Leadership development workshops: Offer sessions on effective communication, conflict resolution, and team management.
• Mentorship program: Pair with experienced supervisors that will provide guidance and support.
• On-the-job training: Provide opportunities to shadow experienced supervisors and learn through hands-on experience.
• Management courses: courses covering topics such as time management, decision-making, and problem-solving.
• Feedback and coaching: Regularly provide constructive feedback and coaching sessions to help improving the team leader skills.
• Professional development opportunities: internal networking events to expand the team leader knowledge and skills.

You Bring This Value

• University / college degree preferred or equivalent experience;
• Previous experience in customer service or a related field is preferred;
• Experience in working within an ERP system, preferably SAP;
• Must be fluent in written and verbal English and preferred one other European language

Competencies

To be successful in this role you must recognize yourself in the following profile: 

You’re known for your proactive nature and continuous drive for self-improvement. Your leadership skills shine in your ability to inspire and motivate your team, backed by your clear communication and strong relationships with customers. Your decisions are well-regarded, combining analytical skills with practical experience.
Efficiency guides your work, focusing on essential tasks and effective problem-solving. With a customer-first mindset, you’re skilled in building connections, coaching, and resolving conflicts, all while promoting collaboration and harmony within your team.

Candidates will be assessed on the following LYB competencies:

• Build Partnerships
• Deliver Results
• Drive Innovation
• Grow Capabilities
• Promote Inclusion

What We Offer

We offer an environment where we encourage personal and professional growth and where you will be rewarded for your performance and results. You will have the possibility to work with specialist on all fields to develop innovative solutions and to extend your national and international network. In addition, we offer you a competitive salary package. The Company's Global Remote Work Policy allows eligible employees the option to work up to two days a week from home. LyondellBasell is committed to advancing diversity, equity & inclusion (DEI) to ensure a positive experience for all employees.

Interested?

Please feel free to contact Manoe Koningstein (Talent Acquisition Consultant) at manoe.koningstein@ lyondellbasell.com for more details. Would you like to apply? Just send us your motivation and resume via the application button. Only applications through this application button will be taken into consideration.

The recruitment process consists of an initial phone screening and two business interviews before proceeding to a possible job offer. A background check will be part of the process as well.

LyondellBasell does not accept or retain unsolicited résumés or phone calls and/or respond to them or to any third party representing job seekers.

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