Team Leader - German & English - Customer Service (Luxury Cars)

Job description

Join Us Are you passionate about delivering exceptional customer service and managing a high-performing team? We are seeking a Team Manager for our Customer Service Department at a prestigious luxury car company. If you are a native German speaker with advanced English skills and background in sales, customer service or technical support, not to hesitate to become part of our great team and sign up now! Your Main Responsibilities: · Monitor agent calls to ensure the achievement of KPIs, redirecting agents to maximize their performance. · Analyze data and/or campaign results to provide feedback on progress and ensure agents meet KPIs. · Address agents' questions and issues: Help with customer calls, resolve IT incidents through the STC (for those working remotely), and manage queries on the platform. · Prepare and track agent reports: iCoach, monthly and weekly follow-ups, SKEPS, etc. · Resolve customer requests and issues. · Ensure effective information transmission between agent and client. · Facilitate good internal communication. · Team Management: Create group cohesion, motivate the team, and ensure their well-being within the company. · Onboarding and welcoming new agents. Wha...