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German Customer Service Team Lead

  • Location:

    Galway

  • Contact email:

    louisa@sigmar.ie

  • Sector:

    Customer Service

  • Contact phone:

    091 455 308

  • Job type:

    Contract

  • Job ref:

    LBCUSTSER9

  • Salary:

    Negotiable

  • Published:

    25 days ago

  • Contact email:

    louisa@sigmar.ie

Job description

Customer Service Team Lead role – contract position – English and German are a requirement of the role. Experience working in an ISO regulated environment and SAP knowledge are also essential requirements

General Responsibilities:

  • Responsible for the performance management of the team and ensuring that team members receive relevant and timely feedback on an ongoing basis
  • Organising the workload for the team and ensuring that the right resources are available and trained to the highest standard
  • Measure, monitor and report on established Customer service KPI’s ensuring that they are met on an on-going basis
  • Continuously reviewing opportunities to streamline processes and implement IT or system changes that will drive efficiencies and improve the customers experience
  • Work closely with the Customer Service Support Specialist facilitating the induction and training of all team members, ensuring that the highest levels of training are delivered and measured
  • Review compliments and complaints on a weekly basis and implement corrective actions to measurably improve the customer’s experience
  • Collaborate and share best practice with other team leads in Galway and the US Shared Services Centre

Personal Characteristics required:

  • A proven record of delivering exceptional customer service
  • Strong analytical skills, excellent attention to detail and good business judgment
  • Effective communicator, both articulate & verbally presentable with the ability to drive collaboration and performance of remote teams
  • Excellent interpersonal skills with an ability to achieve results through influencing others and maintaining strong links other departments
  • Self-starter, possesses flexibility and ability to work under pressure in a fast-changing environment and ambiguous situations
  • Strong record of developing and implementing procedures
  • Positive attitude, team player with a high level of initiative, energy and enthusiasm

 

Education & Experience

  • Minimum 3 years’ experience managing teams in an ISO regulated environment
  • Fluent German
  • Experience in establishing a “Best in Class” Shared Service Centre for Customer Service with a focus on continuous improvement and KPI’s
  • Demonstrated success in managing and coordinating a multi-skilled team in performance and productivity
  • Experience in call monitoring system and strong knowledge of telephony KPI’s
  • Proven track record in delivering KPI’s in a changing environment

 

To apply for this position please contact Louisa Poinboeuf at Sigmar Recruitment T: +353 91 455308 E: louisa@sigmar.ie

All applications will be treated with the strictest of confidence.  Sigmar will never forward your CV to a third party without prior consent

 

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