Team Leader Customer Service (m/f/d)

Professional and disciplinary leadership

• Discipline and professional leadership of the customer service team
• Responsibility for operational planning, work organisation and achievement
• Implementation of employee talks, performance assessments and feedback rounds
• Ensuring service quality, work discipline and compliance with internal processes
• Introduction, training and further development of employees

Operational control of customer service

• Control and monitoring of all incoming customer requests (telephone, e-mail, ticket system)
• Escalation management in complex or critical customer cases
• Ensuring a timely, binding and solution-oriented processing
• Close cooperation with sales, order management, accounting, personnel department and project management

Process, quality and system responsibility

• Development and optimization of service processes and standards
• Introduction and maintenance of key figures (e.g. processing times, service quality, case termination rates)
• Creation of evaluations and reports for department management
• Participation in the further development of CRM, helpdesk and ticket systems

Compulsory conditions

• Multiannual professional experience in customer service or in a service-oriented department
• Detectable disciplinary leadership experience
• Experience in dealing with escalations and demanding customer cases

Expertise

• Very good communication skills in word and writing
• Safe handling of CRM, ticket systems and MS Office
• Structured, solution-oriented and resilient operation

Personal strengths

• Enforceability paired with service orientation

• Strength of decision and sense of responsibility

• Organisational skills and prioritization

• Representative leadership and team orientation

• A responsible leadership position with design space

• Direct cooperation with the

• Short decision-making and a collegial working environment

• Compensation and development