German Customer Support Team Supervisor

3 weeks ago

London, Greater London, United Kingdom Athena Resourcing Solutions Full time

Position: German Customer Support Team Leader

Location: Remote / St Neots, Cambridgeshire, England

Remote Work: This position allows for remote work with a requirement of one office visit per month for training purposes.

A prominent international organization is seeking a German speaking Customer Support Team Leader to operate from their headquarters in St Neots, Cambridge, England. Proficiency in German is essential to ensure the delivery of exceptional service standards and to contribute positively to the overall customer care experience. The German support team will cater to the German market, providing expert assistance by fostering and nurturing customer relationships, addressing complex inquiries, initiating appropriate actions, and ensuring effective resolution of all customer requests.

Key Responsibilities of the Customer Support Team Leader:

  • Inspire and guide the team, fostering a culture of high performance through coaching and development.
  • Oversee a team of Customer Support Administrators.
  • Address intricate customer inquiries and ensure follow-up actions are completed.
  • Utilize specialized IT systems to manage and process customer orders and inquiries.
  • Conduct various quality assessments across channels and assist team members in their development through a coaching approach.
  • Facilitate regular one-on-one meetings and performance evaluations.
  • During peak periods, handle customer calls and inquiries directly.
  • Support recruitment efforts within the Customer Support team.
  • Collaborate with colleagues to enhance overall team performance.
  • Expand 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:

  • Demonstrated experience in a Team Leader or Supervisor role.
  • Strong passion for 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.
  • Proficient in change leadership and prioritizing a diverse workload.
  • Ability to work collaboratively within a team, seeking assistance when needed.
  • Take initiative and drive team engagement.
  • Analyze departmental, team, and individual metrics for ongoing improvement.
  • Strong problem-solving skills to take initiative and enhance knowledge.

Working Hours:

This role operates on a 5-week rotational shift schedule, with an expected one-hour flexibility in shift start times.

Three out of five weeks will follow the schedule of 09:00-17:15, Monday to Friday, with weekends off.

The remaining two weeks will include shifts from Monday to Thursday, with weekends off.

Athena Resourcing Solutions is an equal opportunity employer, welcoming applications from individuals of all backgrounds, genders, ages, religions, sexual orientations, and abilities. Due to the high volume of applications, we may not be able to respond to each applicant individually. Only shortlisted candidates will be contacted.

Keywords: Remote Work, Hybrid, Customer Support, Administration, Fluent German, C1 C2.

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