- Lead, mentor, and motivate a team of German-speaking customer service representatives to achieve performance targets and deliver exceptional customer experiences.
- Monitor daily operations and ensure adherence to company policies, procedures, and quality standards.
- Conduct regular team meetings, performance reviews, and coaching sessions to foster continuous improvement.
- Handle escalated customer issues and provide effective resolution in a timely manner.
- Analyze team performance metrics and generate reports to identify trends, areas for improvement, and training needs.
- Coordinate with other departments to ensure seamless workflow and communication.
- Implement process improvements to enhance team efficiency and customer satisfaction.
- Support recruitment, onboarding, and training of new team members.
- Ensure compliance with data privacy and security regulations in all customer interactions.
- Promote a positive, inclusive, and collaborative team culture aligned with company values.
1-5 years of experience in customer service, operations, or a related field, with at least some experience in a supervisory or team lead capacity. (GDS Skills - (Amadeus, Sabre, and Travelport) Mandatory Fluency in both German and English, with excellent verbal and written communication skills.Proven ability to lead, motivate, and develop a high-performing team.Strong problem-solving skills and the ability to handle escalated customer issues effectively.Excellent organizational and time management abilities.Familiarity with omnichannel customer support environments (phone, email, chat, social media).Comfortable working in an on-site office environment.Ability to analyze data and generate actionable insights.Strong interpersonal skills and a collaborative mindset.Flexibility to adapt to changing priorities and business needs.