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German Customer Support Team Leader
2 months ago
Position: German Customer Support Team Leader
Location: Remote / St Neots, Cambridgeshire, England
Remote Work: This position allows for remote work with one day per month in the office for training purposes.
A prominent international organization is seeking a German speaking Customer Support Team Leader to enhance their operations. The ideal candidate will be fluent in German and will play a crucial role in delivering exceptional service and contributing to the overall quality of customer care. The German team will focus on providing expert support to the German market, fostering customer relationships, addressing complex inquiries, and ensuring effective resolution of all customer requests.
Key Responsibilities of the Customer Support Team Leader:
- Inspire and guide the team, fostering a high-performance culture.
- Oversee a team of Customer Support Administrators.
- Address intricate customer inquiries and manage follow-up actions.
- Utilize specialized IT systems to handle and process customer orders and inquiries.
- Conduct various quality assessments and support team development through coaching.
- Perform regular one-on-one meetings and performance evaluations.
- During peak periods, assist with customer calls and inquiries.
- Support recruitment efforts within the Customer Care department.
- Collaborate with colleagues to enhance overall team performance.
- Enhance product and process knowledge to maintain high standards of customer service.
- Act as a proud representative of the organization to both customers and colleagues.
Candidate Profile for the Customer Support Team Leader:
- Experience in a supervisory or team leader role.
- Strong commitment to delivering outstanding customer service.
- Fluency in both spoken and written German and English.
- Eagerness to learn and utilize various specialized IT systems.
- Excellent communication skills with a positive and engaging demeanor.
- Flexible coaching and feedback abilities.
- Effective change management skills with the ability to prioritize tasks.
- Ability to work collaboratively and seek assistance when needed.
- Proactive in driving team engagement and ownership.
- Ability to analyze metrics for continuous improvement.
- Strong problem-solving skills and initiative to enhance knowledge.
Working Hours:
This role operates on a 5-week rotational shift pattern, with an expected one-hour flexibility in shift start times.
For three out of five weeks, the schedule will be: 09:00-17:15, Monday to Friday; weekends off.
For the remaining two weeks, the schedule will include Monday to Thursday and Saturday, with Friday and Sunday off.
Athena Resourcing Solutions is an equal opportunity employer and welcomes applications from individuals of all backgrounds. Due to the high volume of applications, we may not be able to respond to every applicant personally. Only shortlisted candidates will be contacted.
Keywords: Remote Work, Customer Support, Administration, Fluent German, Team Leadership.
