Customer Care Team Lead for Eastern Europe and

Vor 7 Tagen

Berlin, Deutschland Zalando Vollzeit

As a Customer Care Team Lead for Eastern Europe and Poland you are responsible for 10 Team Support Experts and 3 Specialists. You will guide your team with regular meetings, coaching, support and motivation whilst helping to achieve company goals.

**WHERE YOUR EXPERTISE IS NEEDED**:

- Maintain a constant flow of information within the team and the Senior Team Lead
- Guide your employees by providing regular feedback and support, especially when dealing with difficult customer issues and incidents
- Present KPI targets to the Team and monitor progress against plan in Performance talks
- Ensure process and work instruction adherence
- Prepare reports and control your team's goals, you will supervise your markets and team's key performance indicators
- You handle multiple challenges at the same time establishing a big picture and share it with your Senior Team Lead and other stakeholders
- You support stakeholders in the implementation of new products, processes and partners
- You work with the Team's wellbeing with atmosphere boosting activities, and work with zBeat actions.
- Support the recruiting team and take over planning activities like the onboarding for new employees and the team's schedule as well as vacation and the backup setup

**WHAT WE'RE LOOKING FOR**:

- You have already gained experience in the planning and implementation of projects and have been able to prove your stakeholder management skills, ideally you also already have some management experience
- Reliability and a sense of responsibility are among your strengths, and you enjoy motivating and supporting employees in the accomplishment of their tasks and in their personal development.
- You have very good organizational and time management skills and have already developed a very good understanding of KPIs.
- Strong communication skills and business fluent English
- Enjoy motivating and supporting your employees and helping them to work in a customer-oriented manner
- Ensure transparent communication at all times
- Experienced handling of the PC and the common G Suite products
- We celebrate diversity and are committed to building teams that represent a variety of backgrounds, perspectives and skills. All employment is decided on the basis of qualifications, merit and business need._

**UNSERE VORTEILE**:
Zalando bietet eine Reihe von Vorteilen, hier ist ein Überblick darüber, was du erwarten kannst. Frag deinen Talent Acquisition Partner, um mehr über unser Angebot zu erfahren.
- Mitarbeiter*innen-Aktienprogramm.
- 40% Rabatt auf Mode
- und Beautyprodukte, die von Zalando verkauft und versendet werden, 30% Rabatt auf die Zalando Lounge, Rabatte bei externen Partnern.
- Zwei Tage bezahlter Urlaub pro Jahr für ehrenamtliche Tätigkeiten.
- Hybrides Arbeitsmodell, 60% (oder mehr) Homeoffice-Anteil pro Woche und Flexible Arbeitszeiten, wobei es jedem Team freisteht, seine Zusammenarbeit bestmöglich zu unterstützen.
- Pro Kalenderjahr kannst du 30 Tage aus dem Ausland arbeiten.
- Mindestens 27 Urlaubstage pro Kalenderjahr.
- Umzugsunterstützung (nach vorheriger Vereinbarung)
- Familiendienstleistungen, einschließlich Beratung und Unterstützung.
- Optionen für Gesundheit und Wohlbefinden (z.B. Gympass).
- Support für geistiges Wohlbefinden und Coaching verfügbar.
- Förderung deiner Entwicklung durch unsere Zalando-Trainingsplattform und halbjährliche Peer-to-Peer-Leistungsbeurteilung.

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