Job Title: German Customer Service Team Leader

Successful international company is looking for a German-speaking Customer Service Team Leader. The ideal candidate will deliver high levels of service excellence and contribute to achieving top-quality customer care. Serving the German market, the Team Leader will manage a German-speaking team, providing expert customer support by building and developing customer relationships, interpreting complex queries, initiating appropriate actions, and ensuring effective resolution of all requests.

The Customer Service Team Leader is required to:

• 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.
• Conduct channel quality reviews and support team development through coaching.
• Hold regular 1-1s and performance reviews.
• Handle customer inquiries during peak times.
• Collaborate with colleagues to improve service quality.
• Develop product and process knowledge to maintain excellent customer service.
• Act as a proud ambassador to customers and colleagues.

Candidate Profile:

• Previous team leader or supervisor experience.
• Fluent in spoken and written German and English.
• Positive and engaging communication skills.
• Flexible coaching and feedback skills.
• Effective change leadership and ability to prioritize a varied workload.
• Ability to work in a team, seek help, and trust colleagues.
• Take ownership and drive team engagement.
• Interpret department, team, and individual metrics for continuous improvement.

Hours and Days:

2-week rotational shift:

Week 1: Monday to Friday, 09:45 to 18:00

Week 2: Monday, Tuesday, Wednesday, Friday, and Saturday, 11:45 to 20:00

Location:

Flexibility to work in a hybrid manner depending on the role's needs and requirements.