Service Coordination Lead (Remote, Denmark)

Job summary

This role involves leading a customer service team to deliver exceptional service and support to clients while driving service growth and operational efficiency. The position requires a proactive approach to customer inquiries and team management.

Qualifications

• Experience in a customer-facing role in a fast-paced environment, preferably in hospitality or retail.
• Prior experience managing key accounts and sales.
• Proven leadership or coordination experience in an operational setting.
• Strong problem-solving and multi-tasking abilities.

Responsibilities

• Address customer inquiries and concerns promptly via email and phone.
• Build and maintain expert knowledge of products and services.
• Document and report customer feedback and issues.
• Support colleagues in managing difficult customer situations.
• Monitor customer satisfaction metrics and provide insights for business decisions.
• Schedule workloads for service engineers and manage customer accounts.
• Upsell additional products and services to enhance customer experience.
• Act as a day-to-day leader for service technicians, ensuring clear communication and structure.
• Conduct regular one-on-one meetings and support performance reviews.
• Identify opportunities for improvement in service execution and customer experience.

Skills

• Excellent communication and relationship management skills.
• Team-oriented with a growth mindset.
• Proficient in Microsoft Office and experience with ERP systems.
• Ability to remain calm under pressure and manage competing priorities.

Education

• Relevant experience in customer service and team leadership.

Tools

• Microsoft Office Suite, ERP systems.