Customer Service Team Leader German Speaker

3 weeks ago

St Neots, United Kingdom Athena Resourcing Solutions Full time
Job Title: Customer Care Team Leader German Speaker

Location: 4 days Home Based / 1 day Office location St Neots, Cambridgeshire.

A successful international company is seeking a Customer Care Team Leader German Speaker to deliver exceptional customer service and contribute to achieving the highest quality customer care. As a Fluent German Customer Service Team Leader, you will manage a German team, providing expert customer support by building and developing customer relationships with German customers. You will interpret complex queries, initiate appropriate actions, and ensure effective resolution of all requests.

Key Responsibilities:
  • Motivate and support the team, coaching and developing a high-performing team
  • Lead a team of customer care administrators
  • Resolve complex customer queries and complete follow-up actions
  • Use bespoke IT systems to resolve and process customer orders and queries
  • Carry out various channel quality reviews and help your team develop using a coaching approach
  • Conduct regular 1-1s and performance reviews
  • At peak times, take calls and handle customer enquiries
  • Collaborate with colleagues to help be the best we can be
  • Develop product and process knowledge to continue providing excellent customer service
  • Be a proud ambassador to customers and colleagues

Requirements:
  • Previous team leader/supervisor experience
  • Passionate about delivering customer service
  • Fluent in spoken and written German and English
  • Positive and engaging communication skills
  • Flexible coaching & feedback skills
  • Effective change leadership/ability to prioritise a varied workload
  • Ability to work in a team, ask for help, and trust colleagues
  • Take ownership and drive team engagement
  • Interpret department, team, and individual metrics for continuous improvement

Working Hours:
  • 5-week rota with 37.5 hours work a week
  • 1 week: 09:45-18:00 Monday to Friday, (with Sat. and Sun. off)
  • 2 week: 11:45-20:00 Mon, Tue, Wed, Thu, Sat. (Friday and Sunday off)
  • 3 week: 09:45-18:00 Monday to Friday, (with Sat. and Sun. off)
  • 4 week: 11:45-20:00 Monday to Friday (with Sat. and Sun. off)
  • 5 week: 09:45-20:00 Mon, Tue, Wed, Thu, Sat. (Friday and Sunday off)

Location:
This role involves a mixture of home and office working, however we do ask candidates are able to commute to our St Neots Office in Cambridgeshire one day a week

Hybrid working: 1 day per week in the office, 4 days at home

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