vidaXL is a major player in the ever-growing world of e-commerce. Since our foundation in 2006, we've expanded our global reach, serving millions of customers with a vast selection of products for every aspect of their lives. Our bold and down-to-earth approach sets us apart. We embrace challenges, take chances, and try new things every day, all with the goal of providing the best possible experience for our customers.
We believe in our people, and we love to invest in their personal growth. We offer the freedom to seize opportunities, thrive, and grow alongside a global e-commerce leader.
As a Team Leader 2nd Line Customer Service, you will be responsible for overseeing and guiding the team, ensuring that customer reviews and interactions are handled effectively to maintain and enhance vidaXL’s online reputation. You will provide leadership, support, and strategic direction to the team while continuously improving processes and customer satisfaction.
You will:
- Lead and mentor the Webcare team to ensure efficient handling of customer reviews and social media interactions.
- Monitor and analyze customer feedback across various channels (Social Media, Review Sites, 3rd Party Sales Channels, Blogs, etc.).
- Develop and implement strategies to improve customer satisfaction and brand reputation.
- Handle escalations and complex customer interactions, ensuring timely and effective resolutions.
- Provide regular reports on trends, issues, and improvement opportunities.
- Collaborate with other departments (Customer Service, Marketing, Sales) to enhance the overall customer experience.
- Train and coach team members, ensuring high performance and adherence to company guidelines.
- Work closely with Channel Management to optimize review-handling processes and customer communication strategies.
We offer:
- A competitive salary that matches your experience.
- 23 vacation days per year.
- Meal tickets.
- Private medical subscription.
- 20% discount on all vidaXL products.
- Vacation vouchers.
- Discount on ESX Subscription.
- Professional growth opportunities.
We ask:
- At least 1 year of experience in a similar role (Team Lead, Supervisor).
- Fluency in English (both written and spoken).
- Residence and work authorization in Romania.
- Ability to work when is necessary from our office in Cluj-Napoca.
- Strong leadership and team management skills.
- Experience in customer service, conflict resolution, and problem-solving.
- Analytical thinking to identify trends and suggest improvements.
- Ability to balance customer satisfaction with business objectives.
Want to join us?
We look forward to your application! For more information, contact our Talent Advisor: Ana Cîrstoiu
M | a.cirstoiu@vidaxl.com
* An assessment will be part of our recruitment process
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, or disability
