German Customer Support Team Leader

3 weeks ago

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

Job Title: German Customer Support Team Leader

Location: Remote / St Neots, Cambridgeshire, England

Remote Work: This position allows for remote work with occasional office attendance for training purposes.

A prominent international organization is seeking a German speaking Customer Support Team Leader to oversee operations from their head office. Proficiency in German is essential to ensure the delivery of exceptional service and to enhance customer satisfaction. The German team will cater to the German market, providing expert assistance by fostering strong customer relationships, addressing complex inquiries, and ensuring prompt resolution of all issues.

Key Responsibilities of the Customer Support Team Leader:

  • Inspire and guide the team, fostering a culture of high performance.
  • Supervise a team of Customer Support Administrators.
  • Address intricate customer inquiries and manage follow-up tasks.
  • Utilize specialized IT systems to handle and process customer orders and inquiries.
  • Conduct quality assessments across various channels and support team development through coaching.
  • Facilitate regular one-on-one meetings and performance evaluations.
  • During peak periods, manage customer calls and inquiries.
  • Assist in the recruitment process for Customer Support roles.
  • Collaborate with colleagues to enhance overall 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.
  • Dedicated to providing outstanding customer service.
  • Fluent in both spoken and written German and English.
  • Eager to learn and adapt to various specialized IT systems.
  • Possess strong and engaging communication skills.
  • Exhibit flexible coaching and feedback abilities.
  • Demonstrate effective change leadership and the ability to prioritize tasks.
  • Work collaboratively within a team, seeking assistance when needed.
  • Take initiative and drive team engagement.
  • Analyze departmental, team, and individual metrics for ongoing improvement.
  • Possess problem-solving skills to proactively enhance knowledge.

Work Schedule:

This role involves a rotational shift pattern over five weeks, with a one-hour flexibility in start times expected.

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

The remaining two weeks will require work on Monday, Tuesday, Wednesday, Thursday, and Saturday, with Friday and Sunday off.

Athena Resourcing Solutions is an equal opportunity employer, welcoming applications from candidates of diverse backgrounds. 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, Customer Support, Administration, Fluent German, Team Leadership.

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