Stanowisko: Customer Service Team Leader with German

Responsibilities:

• Leading a Team of 15-20 CS Agents
• Managing day to day operations effectively
• Understanding high-level Client needs and translating them to quantifiable deliverables
• Conducting Team meetings
• Communicating updates
• Managing Team development
• Counseling employees Team issues/personal issues
• Answering escalation calls and providing accurate resolution to the Customers
• Monitoring, recording, analyzing and reporting on activities, trends, results and recommendations relating to team performance
• Managing a Team to meet all set SLA's/KPI"s
• Communicating with Client and ensuring resolution to Customer queries
• Self-developing in relevant field at all times

• Fluent in German and very good in English
• Practical experience (min. 1 year) in managing a team of at least 10 people in CS environment with sufficient understanding of People Management, Tools, Processes and Methodologies
• Excellent coaching and people management skills
• Excellent problem-solving skills with attention to details
• Effective time management & prioritizing skills
• Excellent written & verbal communication skills
• Strong interpersonal & leadership skills
• Ability to multi-task & keep up with a fast-paced environment
• Background in Travel industry will be an asset

We offer:

• Work for the Best Employer of 2017 according to Aon Best Employer Survey
• Great office close to Gdynia Redłowo SKM station
• Work for an International Client & taking part in the development of the Team
• Everyday contact with multinational environment
• Benefits (you can choose from a variety of options: MultiSport card, private medical care, petrol
• vouchers, cinema tickets, vouchers to different shops, etc.)
• Wide range of development and training options (including soft skills, computer and languages courses)
• Friendly atmosphere
• Fruit Mondays to start your week with energy