Customer Service Team Lead - French

Dublin, County Dublin, Ireland Full-time

Job Title: Customer Service Team Leader

Department: Customer Service

Reporting to: Manager - Customer Service

Contract/ Permanent: Permanent


Job Purpose:

Smartbox is looking for an experienced Team Leader to play a key role in our multinational contact centre.

We are looking for a customer oriented individual with great attitudes and high on energy to join our growing, fun and dynamic company, situated in the heart of Dublin.

If you are a highly self-driven, dynamic person who gets things done and show consistent improvements and you enjoy working under consistent pressure, this may be an opportunity for you! 

You will build, develop & lead a team with a high performing ethos to meet & exceed performance goals. You will coach, engage & develop your direct reports. You will work in a multinational environment, where we take responsibilities across the customer service teams and you will take part in answering inbound contacts, when it’s needed due to escalations. You will also be expected to work alongside the other Team Leads on group projects and initiatives.


Key Responsibilities include:

  • The Team Leader oversees daily activities of their team of up to 15 agents
  • You should be able to demonstrate the ability to plan and execute in a fast paced environment
  • You understand the importance of KPIs & have the ability to analyse, implement & continually  improve best practice processes and come with suggestions on improvements
  • Build & develop the team towards constant improvements on quality and productivity KPIs
  • Provide daily leadership to the team to meet & exceed customer expectations & business targets
  • Respond to escalating issues in a quick, effective & courteous manner and take appropriate action
  • Use your extensive experience & judgment to plan & accomplish goals
  • Support the integration of new systems & processes within teams


Required Competencies/skills:

  • Fluent in English (written/verbal)
  • Fluent in French (written/verbal)
  • Recent Customer Service experience at a managing level (have to have had direct reports) for 2 years minimum
  • Have to show analytical ability from previous roles in improving the department KPIs
  • Detail orientated
  • Autonomous & Flexible
  • Customer & Solution oriented
  • Organised and ability to organise your own work load in balance with the direct team and ongoing project
  • Ability to motivate & coach the customer service agents to consistently high performance on quality and quantity
  • Ability to take fast decisions following our processes
  • Ability to multitask and work independently on tasks under high time pressure
  • Ability to work in a fast paced environment


Desired competencies/skills:

  • Fast/Good typing skills
  • Proficient knowledge in excel
  • Travel industry experience


To better meet our clients’ needs, shift work can potentially be scheduled between 8 am & 8 pm Mon to Sat.

Current shift is 8 am – 5 pm Mon to Fri subject to change


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