About the Role
The role involves managing customer service delivery, supervising team performance, and maintaining high satisfaction standards for German-speaking clients.
Responsibilities
- Lead and coordinate daily operations of the customer service team
- Ensure all client inquiries are resolved promptly and professionally
- Monitor service quality and implement improvements
- Train and mentor team members to enhance performance
- Handle escalated customer issues and complaints
- Prepare performance reports and service metrics
- Collaborate with other departments to streamline processes
- Maintain up-to-date knowledge of product offerings
- Support onboarding of new team members
- Enforce compliance with company policies and procedures
- Manage communication between clients and internal teams
- Oversee scheduling and shift planning for staff
- Identify training needs and coordinate development programs
- Ensure adherence to service level agreements
- Act as primary point of contact for German-speaking clients
- Maintain accurate records of customer interactions
- Implement feedback mechanisms to improve service
- Drive team motivation and engagement
- Respond to urgent service disruptions
- Conduct regular performance evaluations
- Promote a customer-first culture within the team
- Coordinate with technical teams for issue resolution
- Ensure data privacy and security protocols are followed
- Support continuous improvement initiatives
- Represent the team in cross-functional meetings
Compensation
Competitive salary with performance-based incentives
Work Arrangement
Full-time, on-site
Team
Customer-facing team within a travel services organization
Why Join Us?
- Opportunity to lead a dynamic service team in a growing travel company
- Supportive work environment with room for professional growth
- Regular training and development programs
- Collaborative culture focused on excellence
- Engaging projects with international clients
Application Process
- Submit your resume and cover letter in English
- Only shortlisted candidates will be contacted
- Interviews conducted in German and English
- Final hiring decision within four weeks of application
- Onboarding support provided for successful candidates
Available for qualified candidates
