Customer Service Team Lead with French/Dutch/German (m/f/d)

At PPG Global Business Services in Wrocław, we provide high-quality support to PPG teams and customers across Europe. We focus on continuous improvement, collaboration, and creating an excellent customer and employee experience.

As a Digital Customer Service Team Lead, you will be responsible for overseeing the daily operations of the Customer Service department to ensure smooth and efficient service delivery. You will support specialists in managing order processing, data accuracy, training, and providing exceptional customer support. In this role, you will work with moderate guidance on daily tasks and receive detailed instructions on new projects. You will analyze problems of limited to moderate complexity, apply standard procedures to find effective solutions, and exercise sound judgment within established guidelines. Building productive relationships both internally and externally will be a key part of your responsibilities, contributing to enhanced customer satisfaction and operational efficiency.

Work model: Hybrid (3 office days, chosen by you)

Location: Curie-Skłodowskiej 12, Wrocław (Nobilis Business House)

What You Will Do:

Strategy & Leadership

• Develop and implement a digital customer service strategy aligned with business goals.
• Define and monitor KPIs such as customer satisfaction, response time, and first contact resolution.
• Drive continuous improvement initiatives based on customer insights and performance data

Channel Management

• Manage and optimize all (digital) customer service channels, including:
  • Live chat and messaging
  • Email support
  • Phone support
  • Social media
  • Self-service platforms and knowledge bases
  • Chatbots and AI-driven solutions
• Ensure a consistent, high-quality customer experience across all (digital) touchpoints

Team Management & Collaboration

• Lead, coach, and develop the digital customer service team.
• Collaborate closely with IT, product, marketing, and operations teams to improve processes, tools, and content.
• Ensure ongoing training, knowledge sharing, and adoption of best practices

Analytics & Optimization

• Analyze customer interactions and service performance to identify trends and improvement opportunities.
• Use data and insights to optimize workflows, automation, and customer journeys.
• Report on results and make recommendations to senior stakeholders

Innovation & Technology

• Identify, test, and implement new digital tools and technologies to enhance customer service.
• Oversee the integration of customer service platforms with CRM, ticketing, and analytics systems.
• Drive automation and AI adoption where it adds value to the customer experience

PPG Way: Implements initiatives to promote actively PPG Ways values.

Requirements:

• Bachelor's Degree or global equivalent in a related discipline.
• Fluent in English and at least one of the following languages: French, Dutch, or German.
• Minimum 1 year of professional experience in a (digital) customer service role with demonstrated leadership or supervisory responsibilities.
• Proficiency in computer applications, including MS Office suite, CRM systems, and data analysis tools, with the ability to leverage technology to optimize processes and performance.
• Proven leadership and coaching skills, with the ability to inspire and empower team members to achieve goals and deliver exceptional results.
• Strong verbal and written communication skills, including effective information conveyance, stakeholder influence, and rapport building with internal and external parties.
• Good presentation and public speaking abilities.
• Basic problem-solving skills focused on identifying root causes, developing effective solutions, and making informed decisions.
• Strong decision-making, multitasking, planning, organizational, and conflict resolution skills, including the ability to deliver difficult messages.
• Customer and business-oriented mindset with a commitment to delivering high-quality service and support.
• Good analytical skills and attention to detail, capable of analyzing data, extracting insights, and making data-driven decisions to improve operational efficiency.
• Excellent interpersonal skills, teamwork, and collaboration, fostering a positive, supportive, and inclusive team environment.
• Good understanding of industry practices and developing professional credibility.

What we offer:

• Work in a pet-friendly office - bring your dog to the office!
• Multisport card
• Private medical care with
• Lunch card
• Office parking options
• Annual bonus
• Spring, Winter & Holiday Allowance
• Discounts on our products
• Collaborative, supportive, and inclusive culture

#POLHIRINGPPG

ABOUT US:

Here at PPG we make it happen, and we seek candidates of the highest integrity and professionalism who share our values, with the commitment and drive to strive today to do better than yesterday - everyday.

PPG: WE PROTECT AND BEAUTIFY THE WORLD™

Through leadership in innovation, sustainability and color, PPG helps customers in industrial, transportation, consumer products, and construction markets and aftermarkets to enhance more surfaces in more ways than does any other company. To learn more, visit www.ppg.com and follow @ PPG on Twitter.

The PPG Way

Every single day at PPG:

We partner with customers to create mutual value.

We are insightful, dedicated and proactive. We have intimate knowledge of the market and our customers. We focus on practical solutions that make a difference.

We are "One PPG" to the world.

We are better and stronger together. We leverage our scale to reach new markets and introduce innovative technologies as we differentiate and disrupt our markets.

We trust our people every day, in every way.

We enable and empower our people to make the right decisions. We are inclusive, transparent and respectful. Our feedback is clear and actionable.

We make it happen.

We have a passion for winning. We achieve. We deliver with discipline and integrity. We bring our best energy to our work. We decide and act intelligently and quickly.

We run it like we own it.

We respect one another by being responsible and accountable. We always act in the best interest of our company, customers, shareholders and our communities.

We do better today than yesterday - everyday.

We continuously learn. We develop our people to grow our businesses.

PPG Way: (Click here to learn more about the PPG Way)

PPG vision: http://corporate.ppg.com/Our-Company/PPG-Vision.aspx

We are One PPG: http://one.ppg.com/

PPG provides equal opportunity to all candidates and employees. We offer an opportunity to grow and develop your career in an environment that provides a fulfilling workplace for employees, creates an environment for continuous learning, and embraces the ideas and diversity of others. All qualified applicants will receive consideration for employment without regard to sex, pregnancy, race, color, creed, religion, national origin, age, disability status, marital status, sexual orientation, gender identity or expression. If you need assistance to complete your application due to a disability, please email [email protected].

PPG pay ranges and benefits can vary by location which allows us to compensate employees competitively in different geographic markets. PPG considers several factors in making compensation decisions including, but not limited to, skill sets, experience and training, qualifications and education, licensure and certifications, and other organizational needs. Other incentives may apply.

Our employee benefits programs are designed to support the health and well-being of our employees. Any insurance coverages and benefits will be in accordance with the terms and conditions of the applicable plans and associated governing plan documents.

PPG pay ranges and benefits can vary by location which allows us to compensate employees competitively in different geographic markets. PPG considers several factors in making compensation decisions including, but not limited to, skill sets, experience and training, qualifications and education, licensure and certifications, and other organizational needs. Other incentives may apply.

Our employee benefits programs are designed to support the health and well-being of our employees. Any insurance coverages and benefits will be in accordance with the terms and conditions of the applicable plans and associated governing plan documents.