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Job Description
* Lead a team of customer service representatives to deliver high-quality service to global customers;
* Manage the order process for all key accounts, including updates with customers, forecasting, and managing internal contacts;
* Monitor and analyse key performance indicators to drive continuous improvement;
* Manage escalated customer complaints and resolve them satisfactorily;
* Implement customer service protocols and procedures to ensure consistent service delivery;
* Coordinate with other departments to ensure seamless customer experiences;
* Undertake regular training and development sessions for the team;
* Contribute to the development of customer service strategies and initiatives;
* Ensure compliance with regulatory standards and company policies.
The Successful Applicant
* 3 years of team leading or 5 years of relevant operations expertise;
* Strong leadership skills and the ability to motivate a team;
* Excellent communication and interpersonal skills;
* Bilingual in English and German, with a minimum C1 level;
* A customer-focused approach and a strong desire to achieve customer satisfaction.
What's On Offer
* Hybrid working;
* A supportive and collaborative work culture;
* Opportunities for continuous professional development and career progression.
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