German Customer Support Supervisor

6 days ago

Saint Neots, Cambridgeshire, United Kingdom Lifeplus Full time

German Customer Support Supervisor

With over three decades of experience, Lifeplus is dedicated to becoming the global leader in holistic wellness, empowering individuals to discover their inner health.

We produce and distribute premium nutritional products directly to clients worldwide. Our team comprises passionate customers and colleagues committed to fostering a legacy of wellbeing.

At Lifeplus, we value diversity and believe our achievements stem from nurturing a supportive and enjoyable community.

Role Overview:

Our network of associates is enthusiastic about Lifeplus offerings and reach out to our Customer Support center with inquiries and orders. The Customer Support Supervisors inspire and guide a team of administrators to deliver outstanding service by cultivating relationships, addressing complex issues, and managing orders and modifications. Customer Support serves as the initial point of contact for our network, and the role involves empowering a team to genuinely embody the values and principles of Lifeplus.

Key Responsibilities:

  • Inspire and guide the team to foster positive relationships with clients, ensuring exceptional service delivery.
  • Lead a team of Customer Support Administrators.
  • Coach and develop a high-performing team.
  • Address intricate customer inquiries and execute follow-up actions.
  • Utilize specialized Lifeplus IT systems to resolve and manage customer orders and inquiries.
  • Conduct various quality assessments and assist your team in their development through a coaching approach.
  • Hold regular one-on-one meetings and performance evaluations.
  • During peak periods, handle calls and manage customer inquiries.
  • Support recruitment efforts within Customer Support.
  • Collaborate with colleagues at Lifeplus to enhance our performance.
  • Expand product and process knowledge to maintain high-quality customer service.
  • Act as a proud representative of Lifeplus to clients and colleagues.

Ideal Candidate Profile:

  • Previous experience in a supervisory or team leader role.
  • Strong passion for delivering exceptional customer service.
  • Proficient in both spoken and written German and English.
  • Eager to learn and navigate various specialized IT systems.
  • Excellent and engaging communication skills.
  • Flexible coaching and feedback abilities.
  • Effective leadership during change.
  • Ability to collaborate within a team, seek assistance, and trust colleagues.
  • Capacity to prioritize a diverse workload.
  • Take initiative and drive team engagement.
  • Analyze department, team, and individual metrics for ongoing improvement.
  • Strong problem-solving skills to take initiative and enhance knowledge.

Core Values:

  • Share your knowledge generously; it becomes powerful when shared.
  • Uphold integrity; listen first, then respond.
  • Embrace change; be courageous – learning often comes from our mistakes.
  • Prioritize quality in all endeavors; always strive for excellence and expect the same from others.

Benefits:

  • Competitive salary packages.
  • Contributory pension scheme up to 6%.
  • Options to buy and sell holiday time.
  • Discounts on gym memberships.
  • Health cash plan and contributory hospital coverage.
  • Cycle-to-work scheme.
  • Eye care vouchers.
  • Complimentary monthly Lifeplus nutritional and personal care products.
  • Life assurance coverage.
  • Discounts at leading brands and retailers.

Work Schedule:

  • Rotational shifts over five weeks: three weeks of 09:00-17:15 Monday to Friday; weekends off; two weeks with varied days off.
  • Flexibility in shift start times is expected.

Work Environment:

  • This position involves a combination of remote and office work, with the expectation of commuting to the office as needed.
  • Hybrid working model: one day per week in the office.

The responsibilities and attributes outlined above are indicative and not exhaustive, designed to provide a fluid understanding of the role's evolution.

Please note: The successful candidate will be required to undergo a criminal record check.

If you have any special requirements for an interview, please inform us in advance.

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