Customer Support Team Coordinator

vor 1 Monat

Frankfurt am Main, Hessen, Deutschland ODDO BHF Vollzeit

Key Responsibilities

The ServicePoint, consisting of five members including the Team Leader, delivers local assistance to the bank's users across Europe. The primary objective is to provide support by addressing on-site incidents, setting up IT equipment and videoconferencing systems, distributing IT resources, relocating equipment, and managing inventory.

As the Team Leader, you will oversee a group of Level 2 helpdesk agents who deliver technical assistance to our users. Your role will involve ensuring that the team meets established quality and performance benchmarks, while also guaranteeing that users receive prompt and effective resolutions to their inquiries. You will be responsible for coaching and mentoring team members, offering constructive feedback to enhance their skills and expertise.

  • Oversee and evaluate the daily operations of the ServicePoint team, assigning tasks and setting priorities.
  • Ensure compliance with company policies and procedures, while adhering to best practices in customer service and technical support.
  • Manage escalated and complex issues, collaborating with other departments or external partners as needed.
  • Analyze team performance metrics, identifying opportunities for improvement and optimization.
  • Provide regular, constructive feedback to team members, conducting performance evaluations and reviews.
  • Facilitate training and coaching for team members, supporting their professional development and career advancement.
  • Address any conflicts or challenges within the team, promoting a positive and collaborative work atmosphere.
  • Be actively involved in operations, given the size of the team.
  • Be prepared for travel to various locations as required.

Candidate Profile

Requirements

  • Demonstrated experience as a team leader or supervisor in a helpdesk or customer service environment.
  • Exceptional communication and interpersonal abilities, with a capacity to engage with diverse and multicultural teams and clients.
  • Strong technical acumen and familiarity with the company's products and services, along with the ability to troubleshoot and resolve technical challenges.
  • High customer orientation and satisfaction focus, with the ability to effectively manage complaints and feedback.
  • Solid analytical and problem-solving capabilities, with sound decision-making skills.
  • Ability to thrive under pressure and meet deadlines, while managing multiple tasks in a dynamic environment.
  • Leadership and motivational qualities, with the ability to inspire and empower team members.
  • Bachelor's degree in computer science, information technology, or a related field, or equivalent professional experience.
  • Certifications or training in customer service, technical support, or leadership are advantageous.

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