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German Customer Service Team Supervisor
2 months ago
Position: German Customer Care Team Leader
Location: Remote / St Neots, Cambridgeshire, England
Remote Work: This position allows for remote work with a requirement of one day per month in the office for training purposes.
A prominent international organization is seeking a German speaking Customer Care Team Leader to join their dynamic team. Proficiency in German is essential to ensure exceptional service delivery and to contribute positively to the overall customer care quality. The German team will cater to the German market, providing expert support by fostering and nurturing customer relationships, addressing complex inquiries, initiating necessary actions, and ensuring all requests are resolved effectively.
Key Responsibilities of the Customer Care Team Leader:
- Inspire and guide the team, fostering a high-performance culture through coaching and development.
- Oversee a team of Customer Care 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 support team development through a coaching approach.
- Perform regular one-on-one meetings and conduct performance evaluations.
- During peak periods, manage customer calls and inquiries.
- Assist in the recruitment process for Customer Care roles.
- Collaborate with colleagues to enhance overall 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 Care Team Leader:
- Demonstrated experience in a Team Leader or Supervisor role.
- Strong passion for delivering outstanding customer service.
- Fluent in both spoken and written German and English.
- Eager 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 capable of prioritizing a diverse workload.
- Able 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 with a proactive approach to knowledge development.
Working Hours:
This role operates on a 5-week rotational shift pattern, with a one-hour flexibility in shift start times expected.
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, Saturday (specific hours apply), with Friday and Sunday off.
Athena Resourcing Solutions is an equal opportunity employer, welcoming applications from individuals of all backgrounds, including those with disabilities. 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, Hybrid, Customer Service, Administration, Fluent German, C1 C2.
