German Speaking Customer Service Supervisor

3 weeks ago

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

Position: German Customer Service Team Leader

Work Arrangement: Hybrid - 4 days remote, 1 day in-office.

A prominent international organization is seeking a German-speaking Customer Service Team Leader. The ideal candidate will be fluent in German and responsible for ensuring exceptional service quality while fostering a positive environment for the team. This role involves managing a dedicated team that provides expert support to German-speaking clients, addressing complex inquiries, and ensuring timely resolutions.

Key Responsibilities:

  • Inspire and mentor the team, cultivating a high-performance culture.
  • Oversee a group of Customer Care Administrators.
  • Address intricate customer inquiries and follow up on resolutions.
  • Utilize specialized IT systems to manage customer orders and inquiries.
  • Conduct quality assessments across various channels and support team development through coaching.
  • Perform regular one-on-one meetings and evaluations.
  • During peak periods, handle customer calls and inquiries directly.
  • Assist in the recruitment process for Customer Care roles.
  • Collaborate with colleagues to enhance overall team performance.
  • Continuously develop product and process knowledge to maintain high service standards.
  • Act as a representative of the company to both customers and colleagues.

Candidate Profile:

  • Previous experience in a supervisory or team leader role.
  • Strong commitment to delivering outstanding customer service.
  • Fluency in both spoken and written German and English.
  • Willingness to learn and adapt to various IT systems.
  • Excellent communication skills with a positive demeanor.
  • Flexible coaching and feedback abilities.
  • Proven change leadership skills and the ability to manage diverse workloads.
  • Team-oriented with a collaborative approach.
  • Ability to take initiative and drive team engagement.
  • Analytical skills to interpret metrics for ongoing improvement.
  • Strong problem-solving capabilities and a desire to enhance knowledge.

Working Hours:

This position operates on a rotational shift basis, with flexibility in start times. The schedule includes:

  • 3 out of 5 weeks: Monday to Friday, 09:00-17:15; weekends off.
  • 2 out of 5 weeks: Monday to Thursday, with weekends off.

Location:

This role combines remote work with occasional office attendance, requiring candidates to be able to commute to the office as needed.

Athena Resourcing Solutions is an equal opportunity employer, welcoming applications from diverse backgrounds. Due to the volume of applications, only shortlisted candidates will be contacted.

Keywords: Hybrid, German, Customer Service, Team Leadership, Administration, Fluent German.

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