Team Lead Support

Vor 4 Tagen


Hamburg, Deutschland SalesManufaktur Hamburg GmbH Vollzeit

**Aufgabengebiet**:
Sie sind verantwortlich für das problemlose Funktionieren des Supports: Unsere Mandanten erhalten schnell Antworten auf Fragen zu Produkten und bekommen unkompliziert Hilfe bei Problemen und Mängeln. Die Kundenzufriedenheit ist Ihre oberste Priorität. Als Team Lead Support überwachen Sie die Einhaltung von Qualitätsstandards und Zielvorgaben und garantieren einen reibungslosen und effizienten Arbeitsablauf.

Aufgaben
- Organisation und Überwachung von Arbeitsabläufen
- Festlegung und Koordination der Einhaltung der AHT (Average Handling Time) des Teams beim schriftlichen und telefonischen Support
- Analyse, Reporting und Monitoring der KPIs
- Kontinuierliche Verbesserung der Servicequalität, Serviceorientierung und Produktivität
- Dokumentation und Standardisierung von Prozessen
- Einstellung neuer Mitarbeiter
- Organisation von Schulungen für das Team
- Reporting und Aufbereitung von Feedback für die Optimierung der Prozesse im Team
- Mitarbeit im Team

Qualifikation

Kundenorientierung und Lösungsorientierung stehen für Sie im Vordergrund. Sie konnten bereits Erfahrungen in der Leitung eines Kundenservice-Teams für Geschäftskunden sammeln und haben das "Kümmerer" Gen. Darüber hinaus verfügen Sie über:

- Erfolgreich abgeschlossenes betriebswirtschaftliches oder technisches Studium bzw. kaufmännische oder technische Ausbildung und durch entsprechende Berufserfahrung erworbene Kenntnisse
- herausragende Kommunikations
- und Teamfähigkeit
- EDV-Kenntnisse in den gängigen MS Office-Anwendungen
- Erfahrung im Konfliktmanagement
- Führungserfahrung
- starke Analysefähigkeit sowie gutes Zahlenverständnis und Mathematikkenntnisse
- kann komplexe Sachverhalte einfach erklären
- Kunden
- und Serviceorientierung
- Sehr gute Deutsch
- und Englischkenntnisse
- Kenntnisse in der Telekommunikation (Mobilfunk/Festnetz/UcaaS/DMS)
- Souveränes Auftreten, hohe Motivation, Engagement sowie Belastbarkeit
- Offenheit & Ehrlichkeit

**Benefits**:

- Ein angenehmes Arbeitsumfeld in einem jungen Unternehmen mit flachen Hierarchien
- Moderne Kommunikationsmittel & Ausstattung
- Arbeiten im HomeOffice
- Vielfältige Entwicklungsmöglichkeiten
- Flexible Arbeitszeiten
- Weiterbildungsmöglichkeiten

Haben wir Ihr Interesse geweckt? Wir freuen uns auf Ihre Bewerbung.



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