Team Lead Customer Service - Munich, Deutschland - CARFAX Europe GmbH
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.
- Motivate, coach, train and lead a team of international customer service specialists
- 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
- Highly effective team management skills, best in a Customer Service lead role
- Leadership and teambuilding skills to motivate and inspire the team towards the achievement of service excellence
- Great interpersonal and communication skills to support the customer team in an agile, fast paced, dynamic environment
- 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
- Strong analytical ability and attention to detail as well as strong research skills
- Proactive, handson and resultoriented
- Excellent English language skills additional languages such as Swedish, Dutch, Polish, Spanish, German are a plus
- Knowledge of systems such as Salesforce Lightning and Atlassian (JIRA; Confluence) are a plus
Why us?:
- Work with a purpose and help creating a fair used car market for everyone
- A very pleasant atmosphere in an international team (27 nationalities) we work together, we win together, no jerks allowed
- We stand for diversity and inclusion in all its dimensions, we see it as a strength for our teams
- While having a beautiful office in the center of Munich, we offer flexible working options usually in a hybrid setting
- Great team events like our famous hike day in summer
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Financials: Fully company-funded pension plan, life
- and occupational disability insurance
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Health: Financial support for sports and wellness activities | Free counselling at life and wellbeing challenges
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Work-life Balance: Flexible and family-friendly working hours with additional days off for special occasions and volunteering | The possibility to work from abroad up to 2 months a year
and many more
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.
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