Customer Service Team Lead, Denmark at Verifone

Ballerup, Capital, DenmarkFull-timeGlobal Customer SuccessPosted 2 months ago

About the Role

Why Verifone  For more than 40 years Verifone has established a remarkable record of leadership in the electronic payment technology industry. Verifone has one of the leading electronic payment solutions brands and is one of the largest providers of electronic payment systems worldwide.  Verifone has a diverse, dynamic and fast paced work environment in which employees are focused on results and have opportunities to excel. We take pride in the fact that we work with leading retailers, merchants, banks, and third party partners to invent and deliver innovative payments solution around the world. We strive for excellence in our products and services, and are obsessed with customer happiness. Across the globe, Verifone employees are leading the payments industry through experience, innovation, and an ambitious spirit. Whether it’s developing the next platform of secure payment systems or searching for new ways to bring electronic payments to new markets, the team at Verifone is dedicated to the success of our customers, partners and investors. It is this passion for innovation that drives each one of our employees for personal and professional success.  Verifone is proudly an in-office work culture as we see immense benefits to career development and business results from our colleagues being physically co-located.  What's Exciting About the Role  As Customer Service Team Lead for Denmark, you'll lead a dynamic team supporting Verifone's most important customers in a key Nordic market. You'll own the strategy, performance, and development of your team while directly shaping customer satisfaction and retention. This is an opportunity to drive operational excellence, mentor emerging leaders, and contribute to Verifone's ambitious growth in the Nordics. You'll work cross-functionally with Sales, Operations, and Senior Leadership to solve complex customer challenges and position Denmark CS as a best-in-class operation.    Key Responsibilities  <ul> <li data-leveltext="" data-font="Symbol" data-listid="39" data-list-defn-props="{"335552541":1,"335559683":0,"335559684":-2,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="1" data-aria-level="1">Lead, coach, and develop a customer service team to achieve SLA, quality, and CSAT targets </li> </ul> <ul> <li data-leveltext="" data-font="Symbol" data-listid="39" data-list-defn-props="{"335552541":1,"335559683":0,"335559684":-2,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="2" data-aria-level="1">Manage team scheduling, workforce planning, and performance metrics (AHT, contact ratio, first-contact resolution) </li> </ul> <ul> <li data-leveltext="" data-font="Symbol" data-listid="39" data-list-defn-props="{"335552541":1,"335559683":0,"335559684":-2,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="3" data-aria-level="1">Own operational budgeting, headcount planning, and resource allocation for Denmark CS </li> </ul> <ul> <li data-leveltext="" data-font="Symbol" data-listid="39" data-list-defn-props="{"335552541":1,"335559683":0,"335559684":-2,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="4" data-aria-level="1">Drive continuous improvement initiatives and identify automation opportunities to improve efficiency </li> </ul> <ul> <li data-leveltext="" data-font="Symbol" data-listid="39" data-list-defn-props="{"335552541":1,"335559683":0,"335559684":-2,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="5" data-aria-level="1">Partner with Sales, Product, and Partner Management on escalations and strategic customer issues </li> </ul> <ul> <li data-leveltext="" data-font="Symbol" data-listid="39" data-list-defn-props="{"335552541":1,"335559683":0,"335559684":-2,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="6" data-aria-level="1">Conduct team training, quality assurance reviews, and one-on-one coaching </li> </ul> <ul> <li data-leveltext="" data-font="Symbol" data-listid="39" data-list-defn-props="{"335552541":1,"335559683":0,"335559684":-2,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="7" data-aria-level="1">Report on team KPIs and business metrics to Senior Leadership; recommend strategic changes based on data </li> </ul> <ul> <li data-leveltext="" data-font="Symbol" data-listid="39" data-list-defn-props="{"335552541":1,"335559683":0,"335559684":-2,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="8" data-aria-level="1">Support cross-Nordic initiatives while maintaining Denmark-specific operational excellence </li> </ul>   Skills and Experience We Desire  <ul> <li data-leveltext="" data-font="Symbol" data-listid="40" data-list-defn-props="{"335552541":1,"335559683":0,"335559684":-2,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="1" data-aria-level="1">5+ years of customer service, technical support, or operations leadership experience </li> </ul> <ul> <li data-leveltext="" data-font="Symbol" data-listid="40" data-list-defn-props="{"335552541":1,"335559683":0,"335559684":-2,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="2" data-aria-level="1">Proven track record leading and developing high-performing teams (preferred: teams of 10+ people) </li> </ul> <ul> <li data-leveltext="" data-font="Symbol" data-listid="40" data-list-defn-props="{"335552541":1,"335559683":0,"335559684":-2,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="3" data-aria-level="1">Strong financial acumen and ability to manage budgets and forecast headcount needs </li> </ul> <ul> <li data-leveltext="" data-font="Symbol" data-listid="40" data-list-defn-props="{"335552541":1,"335559683":0,"335559684":-2,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="4" data-aria-level="1">Data-driven mindset with experience using analytics tools to drive decisions </li> </ul> <ul> <li data-leveltext="" data-font="Symbol" data-listid="40" data-list-defn-props="{"335552541":1,"335559683":0,"335559684":-2,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="5" data-aria-level="1">Fluent in Danish and English (Swedish a plus) </li> </ul> <ul> <li data-leveltext="" data-font="Symbol" data-listid="40" data-list-defn-props="{"335552541":1,"335559683":0,"335559684":-2,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="6" data-aria-level="1">Excellent communication and stakeholder management across multiple levels </li> </ul> <ul> <li data-leveltext="" data-font="Symbol" data-listid="40" data-list-defn-props="{"335552541":1,"335559683":0,"335559684":-2,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="7" data-aria-level="1">Familiarity with payment industry or complex B2B customer environments (preferred) </li> </ul> <ul> <li data-leveltext="" data-font="Symbol" data-listid="40" data-list-defn-props="{"335552541":1,"335559683":0,"335559684":-2,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="8" data-aria-level="1">Demonstrated ability to balance operational efficiency with customer satisfaction </li> </ul> Our Commitment  Verifone is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. Verifone is also committed to compliance with all fair employment practices regarding citizenship and immigration status.

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