Team Lead Customer Service
vor 2 Wochen
**Your role**:
We are looking for a Team Lead for our Customer Service Team, who will be responsible for supervising and supporting the team, optimizing the existing processes, and exploring new channels to interact with our customers. This role reports to our Head of Customer Service & Inside Sales.
- Motivate, coach, train and lead a team of international customer service agents
- Guarantee continuous improvement of the modes of operations to make customer service easier for both team members and customers
- Establish a full operational team (100% back-up possible) to guarantee continuity and no service disruption towards customers
- Keep track of all processes and documentation used by the team
- Create intervention and improvement plans for team members and the tool they use (for example, rework and improve standard templates to match the new Brand tone of voice)
- Give constant direction to the team members to ensure that all customer inquiries are handled on time and in the best way possible to maximize customers’ satisfaction
- Create processes to monitor and measure quantitative but also qualitative KPIs assigned to the team
- Resolve escalated customer issues and be hands on also solving customers’ requests whenever needed to support the team
- Reduce customer cases by constantly maintaining the Customer Service Portal
- Create proper dashboards/reporting to transfer the voice of the customers into central functions within the company
- Be responsible for collecting customers’ insights to better understand their needs and monitor their satisfaction (NPS, CSAT, CES)
**Your profile**:
- 5+ years experience working in Customer Support or a similar role
- 2+ years experience in a leadership position
- Fluent in English - additional languages such as Swedish, Dutch, Polish, Spanish, German are a plus
- Highly effective team management skills, ideally in a Customer Support lead role
- Great interpersonal and communication skills to support the customer team in an agile, fast paced, dynamic environment
- Result-oriented working style
- Ability to multi-task, prioritize, and manage time effectively
- Team player, but also the ability to work independently
- Excellent skills in communicating and relating with both staff members and customers
**Why us?**:
- A very pleasant working atmosphere in an international team (27 nationalities), we work together, we win together, no jerks allowed
- While having a beautiful office in the center of Munich, we offer flexible and remote working options, also abroad
- Great team events, such as Hike Days, Oktoberfest, Pub Quizzes and Sportive Championships
- Fully company-funded pension plan and further super competitive benefits
**How to apply**:
Are you ready to disrupt the way Europeans buy and sell used cars?
**A Fair Used Car Market For Everyone.**
**About us**:
CARFAX Europe GmbH provides trusted information that helps millions of people to shop, buy, own and sell used cars with more confidence. Our flagship service is our Vehicle History Report, a curriculum vitae for used vehicles to solve the asymmetric information problem in the used car market. Our customers get access to an extensive multinational database consisting of +27 billion historical records related to over 1 billion cars in +20 countries across Europe and North America. Today, we are a team of 100+ people in six European countries - while retaining a start-up feeling including flat hierarchies and flexible decision-making processes.
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