Customer Support Team Manager (German)

Where: Lisbon (Portugal)

Extent of Work: Full Time

Click here to apply in English

Click here to see other job offers in German

These will be your tasks

We are looking for Customer Service leaders who will be responsible for a variety of tasks, all of which play a key role in delighting our customers and maintaining customer loyalty and satisfaction. The Supervisor must be able to educate, coach, motivate, and encourage associates to succeed and solve customer issues. Among the other daily responsibilities of this position, the Supervisor will model and teach our brand’s core values, fostering a customer centric culture and servant leadership.

Responsibility

• Educate, motivate, lead, guide, and direct all assigned associates to reach their highest potential both in terms of service metrics and career goals;

• Be a relentless advocate for our customers and their issues. Never rests until they have resolved the customers issue and regained their confidence in our brands;

• Assist in building a highly skilled team through participating in interviews and hiring decisions;

• Ensures both individual and team productivity, manages performance, provides floor assistance and real-time coaching;

• Monitor contacts to identify areas of opportunity to improve performance, customer experience and ensure that SOP’s are followed;

• Analyze data to identify performance trends and opportunities for continuous improvement;

• Work with associates to create meaningful development plans and deliver feedback;

• Resolves customer escalations as needed;

• Work with Account Manager to escalate issues.

You’re offering these qualifications

• Fluency in German (C2 or native) (mandatory);

• Fluency in English (B2 spoken and written);

• Experience in managing sales teams in a contact center environment (mandatory);

• Previous Customer Support experience;

• Fluency in a second language as Dutch, Polish, Russian, French, or Italian is a plus;

• Demonstrated ability to coach, improve performance and develop individuals;

• Previous experience with Travelling and Tourism (preferred);

• Must be able to effectively communicate (both verbally and in written form);

• Ability to work independently and in a team environment to accomplish a common goal;

• Ability to handle multiple tasks and requests while maintaining results in core job functions and responsibilities;

• Ability to accept and give feedback objectively to facilitate change within the organization in a positive manner;

• Passion for service and developing customer loyalty;

• Strong multi-tasker and great stress/pressure management skills;

• Sensitivity toward corporate needs, employee goodwill, and public image;

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