Job Description

Job description

Schneider Electric is looking for a dedicated and experienced Customer Support Team Lead to join our dynamic team. The ideal candidate will have a strong background in customer service, excellent leadership skills, and a passion for helping others. As a Customer Support Team Lead, you will be responsible for overseeing the daily operations of the customer support team, ensuring that our customers receive the highest level of service. You will work closely with other departments to resolve customer issues, develop and implement support strategies, and continuously improve our support processes. Your role will also involve training and mentoring team members, monitoring performance metrics, and providing feedback to help the team achieve their goals. The successful candidate will be a proactive problem solver with excellent communication skills and the ability to thrive in a fast-paced environment. If you are a motivated individual with a commitment to excellence and a desire to make a positive impact, we encourage you to apply.

Responsibilities

§   Oversee daily operations of the customer support team.

§   Ensure high levels of customer satisfaction through excellent service.

§   Develop and implement support strategies and processes.

§   Train, mentor, and provide feedback to team members.

§   Monitor performance metrics and identify areas for improvement.

§   Collaborate with other departments to resolve customer issues.

§   Handle escalated customer complaints and provide solutions.

§   Maintain up-to-date knowledge of company products and services.

§   Prepare and present regular reports on team performance.

§   Foster a positive and productive team environment.

§   Ensure compliance with company policies and procedures.

§   Identify and address training needs within the team.

§   Implement and manage customer support tools and technologies.

§   Conduct regular team meetings and one-on-one sessions.

§   Develop and maintain customer support documentation.

§   Assist in the recruitment and onboarding of new team members.

§   Stay informed about industry trends and best practices.

§   Manage team schedules and workload distribution.

§   Coordinate with the quality assurance team to ensure service standards.

§   Promote a customer-centric culture within the team.

 

Requirements

§   Bachelor's degree in a related field or equivalent experience.

§   Minimum of 5 years of experience in customer support or a similar role.

§  Knowledge of Service Now to manage tickets is required.

§  Knowledge of Portfolio Management domain is a plus.

§   Proven leadership and team management skills.

§  Working experience with international teams is a must.

§   Excellent communication and interpersonal skills.

§   Strong problem-solving and conflict resolution abilities.

§   Ability to work in a fast-paced environment.

§   Proficiency in customer support software and tools.

§   Strong organizational and time management skills.

§   Ability to handle multiple tasks and prioritize effectively.

§   Experience in developing and implementing support strategies.

§   Knowledge of performance metrics and reporting.

§   Ability to train and mentor team members.

§   Strong attention to detail and accuracy.

§   Customer-focused mindset with a commitment to excellence.

§   Ability to work independently and as part of a team.

§    Experience in handling escalated customer complaints.

§   Ability to stay calm under pressure.

§   Strong analytical and decision-making skills.

§   Proficiency in Microsoft Office Suite.

§  Ability to speak in French is a plus.

About Us

Schneider Electric™ creates connected technologies that reshape industries, transform cities and enrich lives. Our 144,000 employees thrive in more than 100 countries. From the simplest of switches to complex operational systems, our technology, software and services improve the way our customers manage and automate their operations. Help us deliver solutions that ensure Life Is On everywhere, for everyone and at every moment: https://youtu.be/NlLJMv1Y7Hk.

 Great people make Schneider Electric a great company.

 We seek out and reward people for putting the customer first, being disruptive to the status quo, embracing different perspectives, continuously learning, and acting like owners. We want our employees to reflect the diversity of the communities in which we operate. We welcome people as they are, creating an inclusive culture where all forms of diversity are seen as a real value for the company.  We’re looking for people with a passion for success — on the job and beyond. See what our people have to say about working for Schneider Electric: https://youtu.be/6D2Av1uUrzY

Our EEO statement :

Schneider Electric aspires to be the most inclusive and caring company in the world, by providing equitable opportunities to everyone, everywhere, and ensuring all employees feel uniquely valued and safe to contribute their best.

We mirror the diversity of the communities in which we operate and we ‘embrace different’ as one of our core values. We believe our differences make us stronger as a company and as individuals and we are committed to championing inclusivity in everything we do. This extends to our Candidates and is embedded in our Hiring Practices.

  You can find out more about our commitment to Diversity, Equity and Inclusion here and our DEI Policy here

 Schneider Electric is an Equal Opportunity Employer. It is our policy to provide equal employment and advancement opportunities in the areas of recruiting, hiring, training, transferring, and promoting all qualified individuals regardless of race, religion, color, gender, disability, national origin, ancestry, age, military status, sexual orientation, marital status, or any other legally protected characteristic or conduct