Team Lead Customer Service
vor 1 Woche
Team
Raisin has been very successful in delighting its customers in recent years by enabling deposits and investments without barriers across the EU. As a Team Lead Customer Service, you will be responsible for leading a team of Customer Service Agents in providing excellent customer support services. Your role will involve managing and supervising the day-to-day activities of the team and ensuring that they meet their KPIs, such as availability, quality, and customer satisfaction. You will be responsible for the development and coaching of the team, conducting regular employee jour fixe, and ensuring workforce planning is aligned with business needs.
Your Responsibilities
- Lead and manage a team of Customer Service Agents, ensuring they deliver exceptional customer service to internal and external customers.
- Monitor and report on KPIs, including availability, quality, customer satisfaction, and other metrics, and ensure the team meets or exceeds set targets.
- Develop and coach the team to improve their skills and performance, and conduct regular employee jour fixe to provide feedback, guidance, and support.
- Plan and manage the team’s workload and schedule to ensure adequate coverage and optimal use of resources.
- Handle complaints and escalations from customers and resolve issues to ensure customer satisfaction.
- Identify process enhancements and improvements to improve customer service delivery and streamline operations.
Your Profile
- Proven experience as a team lead in customer service or a related field
- Excellent communication and interpersonal skills
- Strong leadership and team management skills
- Proficiency in workforce planning and resource allocation
- Ability to analyze data and use insights to drive performance improvements
- Strong problem-solving skills and ability to handle complex customer issues
- Strong attention to detail and commitment to delivering high-quality customer service
- Being a role model for positive attitude.
- Very good German (native speaker would be preferred) and English language skills
Join our mission, join our team - and grow with us
At Raisin, we care about each other and it is one of our top priorities to foster an open and caring environment in which everyone feels welcome and comfortable. Our culture is strongly driven by our ambitious team, which, connects more than 40 different nationalities.
You'll find us in our modern and open office in the trendy Kreuzberg district with a view of the Spree River, ideally connected to public transportation and surrounded by a variety of restaurants and shopping opportunities.
**As part of our team, you will benefit from**:
- Personal training budget of 1,700 € and four full training days per year.
- Access to Udemy and Babbel for continuous learning.
- Free choice of hardware.
- Hungry all the time? Snacks, daily fresh fruit as well as drinks provided at the office.
- Flexible working hours, home office and 28 vacation days.
- Enjoy more than 50+ different sports with Urban Sports Club: We subsidize your membership with more than €20 per month.
- A company pension scheme (Betriebliche Altersvorsorge), which we support with 20%.
- Do you miss being in the office? The corporate ticket gets you there, which we subsidize with €25 per month (BVG Firmenticket for Berlin and HVV ProfiTicket for HH).
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