Place of work: Germany, BERLIN
Type of job contract: for an indefinite period, full-time
Required education: No specifications
Offered salary: Not specified
Number of positions: 3
Working area
Senior managers
Other department managers
Sales and marketing department managers
JOB DESCRIPTION:
Our client is looking for people to support the business in the fast-growing hotel markets. One of the support companies in Germany is looking for CS Team Leads to join its dynamic, pleasant and international work environment in the Berlin office. As a Customer Service Team Lead you will report to the Customer Service Manager in Berlin and in cooperation with a team of Customer Service Team Leads you will be responsible to motivate and lead the global customer service team. *Key* *responsibilities:*
- Ensure that all new Customer Service Executives within your team receive an informative induction program to introduce them to the business, systems and customer services standards and processes
- Provide ongoing management support to the team, in terms of motivation, Customer Service training, Customer Service Executives best practice
- Conduct regular weekly 1-2-1 meetings with Customer Service Executives to maintain focus and motivation on Customer Service standards and targets. Feedback the outcome of these meetings to the Customer Service Manager, discussing any areas of concern, training requirements or achievements
- Track and monitor performance levels, and highlight any areas of underperformance to the Customer Service Manager. Take responsibility for tackling underperformance alongside the Customer Service Manager
- Assist in and conduct, mid and end of year performance reviews
- Be analytical & solutions-focused
- If necessary, replace and carry out activities for Customer Service Manager when needed
- Manage any escalated (from the team) incoming hotelier and guest queries (email & phone) regarding the hotel intranet system, system problems, reservations, over-bookings, reservations, hotel amenities/service and room invoicing
- Liaise with the appropriate teams and/or Booking.com BV in order to gain relevant information and action, to resolve problems or provide support to the team
- Contribute to creating a positive and dynamic atmosphere within the team and within the company by displaying a professional and proactive attitude on all matters
- Demonstrate the ability to coach and develop the team in handling customer calls
- To be an effective Change Manager
- to know how to handle periods of change and lead a team through such periods, displaying motivating and encouraging behaviours .
- To be proactive in managing the team, staff productivity and undertake effective real time monitoring of the customer service levels *Desired* *Skills* *and* *Experience:*
- A Levels (A-C) or equivalent Leadership or management qualification
- Proven people management skills
- Customer service and results focus
- Flexibility, able to work various shifts if required
- Leadership flair with the skill to motivate others to perform and exceed expectations
- Extended call center experience is a must
- Professional, proactive, positive and
- can-do
- attitude
- Communication skills (written and verbal)
- Analytical skills - Geforderte Anlagen: Lebenslauf in Englisch
Work hours:
- Without entering work hours
Requirements
source: https://www.ec.europa.eu/eures
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