German Speaker - Team Lead& Customer Service
Ayuda Business Management Solutions Inc.
Pasay, PH
6d ago
source : Bossjob

We are looking German Speaking Team Leader to join the multilingual customer service team of a successful gaming company in world.

In this role you will manage a small team of Customer Experience Representatives to ensure a first-class customer experience.

What you will do :

  • Ensure that the company vision and targets are clearly communicated and understood by the team
  • Manage the flow of incoming contacts to ensure a high First Contact Resolution as well as well as a high Chat & Phone success rate
  • Lead and manage your team to ensure that the agreed SLAs are met and customer requests are handled with a high quality of service meeting and exceeding the CSAT and First Reply targets
  • Manage team productivity and the adherence to rosters, driving the development of team members to maximize performance
  • Schedule the team members in accordance with customer contact trends; manage the CS rosters and leave requests
  • Participate in the recruitment and interviewing process
  • Motivate team members with an on-going constructive feedback
  • Carry out reviews and disciplinary meetings. Manage all staff issues as per company policies
  • Work closely with the CS Trainers and other stakeholders in the business to ensure the agents training needs are met
  • Carry out any other duties as required by the Company.
  • What you offer :

  • 100K Monthly Salary
  • Annual Bonus / Annual Increase (Pro-rata / Inflation profit of the company)
  • HMO + 1 Free Dependent / Life Insurance
  • 9G Sponsor visa for Foreign National
  • Possible Regularisation for only 4 Months
  • Temporary Transportation allowance
  • What you offer :

  • Fluency in the German language is a must have for this role
  • Native Speaker (Preferred but not required)
  • Experience in a team-leading role, ideally in the gaming industry, or in a professional multicultural environment is an advantage
  • A natural leader with the ability to inspire, coach, and mentor
  • Customer-oriented with excellent problem-solving skills
  • Able to influence and gain commitment from all levels of staff
  • Excellent at working under pressure and against tough deadlines
  • Effective time management skills & a strong sense of initiative
  • Results-driven and a self-motivator
  • The candidate must be in the Philippines
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