Team Lead Customer Service - Munich, Deutschland - CARFAX Europe GmbH

CARFAX Europe GmbH

Geprüftes Unternehmen

Munich, Deutschland

vor 1 Woche

Geschrieben von:

Lena Wagner

beBee Recruiter

Beschreibung

Your role:

We are looking for a Team Lead for our Customer Service Team, who will be responsible for supervising and supporting the team, optimizing the existing processes, and exploring new channels to interact with our customers.

This role reports to our Head of Customer Service & Inside Sales.

Motivate, coach, train and lead a team of international customer service agents
Guarantee continuous improvement of the modes of operations to make customer service easier for both team members and customers
Establish a full operational team (100% backup possible) to guarantee continuity and no service disruption towards customers
Keep track of all processes and documentation used by the team
Create intervention and improvement plans for team members and the tool they use (for example, rework and improve standard templates to match the new Brand tone of voice)
Give constant direction to the team members to ensure that all customer inquiries are handled on time and in the best way possible to maximize customers' satisfaction
Create processes to monitor and measure quantitative but also qualitative KPIs assigned to the team
Resolve escalated customer issues and be hands on also solving customers' requests whenever needed to support the team
Reduce customer cases by constantly maintaining the Customer Service Portal
Create proper dashboards/reporting to transfer the voice of the customers into central functions within the company
Be responsible for collecting customers' insights to better understand their needs and monitor their satisfaction (NPS, CSAT, CES)

Your profile:

5+ years experience working in Customer Support or a similar role
2+ years experience in a leadership position
Fluent in English additional languages such as Swedish, Dutch, Polish, Spanish, German are a plus
Highly effective team management skills, ideally in a Customer Support lead role
Great interpersonal and communication skills to support the customer team in an agile, fast paced, dynamic environment
Resultoriented working style
Ability to multitask, prioritize, and manage time effectively
Team player, but also the ability to work independently
Excellent skills in communicating and relating with both staff members and customers

Why us?:

A very pleasant working atmosphere in an international team (27 nationalities), we work together, we win together, no jerks allowed
While having a beautiful office in the center of Munich, we offer flexible and remote working options, also abroad
Great team events, such as Hike Days, Oktoberfest, Pub Quizzes and Sportive Championships
Fully companyfunded pension plan and further super competitive benefits

How to apply:

Are you ready to disrupt the way Europeans buy and sell used cars?

A Fair Used Car Market For Everyone.

About us:

CARFAX Europe GmbH provides trusted information that helps millions of people to shop, buy, own and sell used cars with more confidence.

Our flagship service is our Vehicle History Report, a curriculum vitae for used vehicles to solve the asymmetric information problem in the used car market.

Our customers get access to an extensive multinational database consisting of +27 billion historical records related to over 1 billion cars in +20 countries across Europe and North America.

Today, we are a team of 100+ people in six European countries - while retaining a start-up feeling including flat hierarchies and flexible decision-making processes.