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Customer Service Team Leader - German Market (M/F)

Michael Page Portugal

04.06.2021 | Lisboa | Referência: 2023251


Customer Service Team Leader - German Market  (m/f)

Referencia: JN -052021-2916218
Adicionado em 04.06.2021
Sobre os nossos clientes
Multinational BPO Provider

Descriçăo da oferta

The successful applicant will help support the delivery of excellent customer service within specified Service Level Agreements to a portfolio of clients within a very range of markets.


he key responsibilities of a Customer Service Team Leader are;

  • Leading a team of Customer Service Administrators to include allocating work, supervising day to day activities, and developing and coaching the team.
  • Conducting the team's Annual Development Reviews, holding regular 1-2-1s, identifying additional training requirements and creating development plans to address any under performance.
  • Training new team members on processes and principles of the services as well as familiarising them with specific client requirements.
  • Helping to identify efficient service delivery opportunities on a national scale, ensuring site visits and schedules are planned to optimal utilisation, ensuring best value to our customer's needs.
  • Liaising with clients, their employees, internal staff and 3rd parties via telephone, email, letter and via our in-house scheduling tools.
  • Daily review and allocation of schedulers work flow to manage optimal utilisation of our field-based resources.
  • Use of data to identify, monitor and escalate any underutilised schedules to the appropriate key customer contacts.
  • Regular communication with the local Senior Team in regard to people or client issues.
  • Act within the boundaries set out by the Company's policies to ensure sensitive personal information is protected as required by law, regulatory bodies, ethics and best practice.


The successful Customer Service Team Leader will have;

  • Good verbal and written communication skills.
  • Minimum 3 years of experience as Team Leader in Customer Service environment;
  • Initiative and a proactive approach.
  • Willing to take an active role in your own and your team's development.
  • Previous experience completing logistics planning and optimal scheduling
  • Experience in a customer service, health surveillance or Occupational Health environment.
  • Good IT skills to include the use of database systems, Outlook, Word, and Excel.
  • Proficiency in English and German

Job Offer

A good opportunity for your professional development.

O que procuramos
Team Leader; Supervisor; Supervisor; Call Center; Call Centre; Customer Service; Customer Care;
Contacto da Michael Page
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