German Language Sales Team Lead

vor 4 Wochen

Hamburg, Hamburg, Deutschland Cross Border Talents Vollzeit

Cross Border Talents is seeking a dedicated and experienced German Language Sales Team Lead to join our client\u2019s team in Valencia, Spain. In this role, you will oversee and guide a dynamic sales team, ensuring high levels of performance, customer satisfaction, and team motivation.

Key Responsibilities:

1. Team Management (30%):

  • Monitor and report on team performance, including call and case handling.
  • Provide regular feedback to agents, focusing on individual performance improvement and motivation.
  • Lead and inspire your team to maintain high morale and low turnover rates.
  • Organize weekly meetings to review team performance, share updates on new procedures, and communicate upcoming changes.
  • Track and address the training needs of your team to enhance technical and communication skills.
  • Collaborate with the HR department in the recruitment process, participating in second-round interviews and advising on staffing needs.
  • Manage disciplinary actions effectively, in coordination with HR.

2. Organizational Responsibilities (20%):

  • Organize and optimize team shifts.
  • Ensure adherence to processes and procedures, stepping in to handle overflow calls or tickets when necessary.
  • Address logistical issues, including office supplies and general working conditions.
  • Provide support during critical incidents, escalations, and customer complaints.

3. Incident Management (25%):

  • Handle incoming customer calls and emails, logging details and ensuring timely resolution in line with SLAs.
  • Maintain in-depth knowledge of customer-specific applications.
  • Ensure all contractual SLAs are consistently met.

4. Customer Contact (10%): prepare and present Service Level Reviews, maintaining ongoing communication with customers regarding cases, procedures, and tools.

5. Reporting (15%): collect and analyze performance metrics, reporting findings to management, the quality team, and customers as needed.

Requirements:

Native proficiency in German and fluency in English (written and spoken).

Strong IT knowledge, including Windows/MS Office and internet configuration.

Proven sales experience and business acumen.

Experience managing a sales team.

Excellent communication skills and the ability to manage and implement change.

Strong customer care expertise.

Familiarity with IT platforms and applications.

EU member state passport or a valid Spanish residence permit.

On Offer:

- Relocation assistance: flight tickets reimbursement plus assistance in finding accommodation.

Attractive salary.

Performance bonus.

Permanent contract.

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