As the Customer Service Team Leader, you will be responsible for leading and managing a team of customer service representatives. You will be expected to have leadership experience in customer support organizations, preferably in a B2C environment. You will be responsible for organizing daily operations, including shifts, work plans, activities, and other related tasks. You will also be expected to have strong problem-solving skills with a structured mindset, process affinity, and the ability to optimize processes in the sense of focusing on operational excellence. You should be able to transform data into actions and have solid German and English language skills.
- Lead and manage a team of customer service representatives
- Develop and maintain professional relationships with customers and team members.
- Coach and mentor team members to improve their performance and achieve their goals.
- Organize daily operations, including shifts, work plans, activities, and other related tasks.
- Use problem-solving skills to address customer issues and provide effective solutions.
- Analyze data and use it to improve team performance and customer satisfaction.
- Optimize processes to improve operational excellence and efficiency.
- Collaborate with other departments to ensure a seamless customer experience