Customer Service Team Lead – German-speaking
Korneuburg, Lower Austria, Austria
Full Time
2 days ago
$37,000 - $42,000 EUR
No Sponsorship
Key skills
CRMLeadershipSales
About this role
Role Overview
- Lead a German-speaking team to ensure excellent customer service across all channels
- Professionally and empathetically handle escalated complaints and complex inquiries
- Meet and exceed KPIs related to quality, efficiency and customer satisfaction
- Work closely with internal stakeholders to achieve company objectives and ensure a seamless customer journey
- Develop, coach and support team members to help them reach their full potential
- Lead, motivate and coach a team of German-speaking customer support agents
- Manage team performance and ensure compliance with SLAs, KPIs and internal policies
- Plan schedules, workloads and task allocation within the team
- Efficiently handle complex or escalated customer issues
- Assist with recruiting, onboarding and the development of new team members
- Collaborate with internal teams to ensure smooth handovers and a consistent customer experience
- Promote team engagement, wellbeing and continuous improvement initiatives
Requirements
- Fluent German language skills, both written and spoken
- At least 1 year of leadership experience in a customer-facing environment
- Strong service orientation and experience handling escalated complaints
- Proven ability to coach, develop and motivate teams
- Knowledge of basic HR processes and policies
- Data-driven working style and high attention to detail
- Resilience, adaptability and a positive attitude
- Good technical and system knowledge
- Ability to reliably achieve KPIs, targets and SLAs
- Experience in sales-adjacent support teams with ambitious targets
- Experience using CRM systems
- Experience managing inbound and outbound operations